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The popularity of frameworks and standards, such as MOF, ITIL, and ISO20000 has raised the notion that a single standard and process exists for all IT shops to attain IT Service Management (ITSM) orientation. While they provide a wealth of knowledge on ITSM, these standards alone do not provide enough guidance. This is particularly true for small and mid-size enterprises for which formal implementation of process and procedures are limited by capital and human resource constraints.


That is not to say that there aren't best practices, tools and procedures that will facilitate a transformation. However, there is no silver bullet approach to successful ITSM. Service management is a process of evolution not revolution. To be successful, find an appropriate starting point, keep implementation costs low, and execute a successful transition.



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1 Comment

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    Tim Flewelling | 12-09-2009

    How about pragmatic ITIL v2 for SMEs?

    Framework for ICT Technical Support (FITS)


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