By MaryAnne Winniford, Sue Conger, and Lisa Erickson-Harris
The Information Technology Service Management (ITSM) movement is gaining adopters throughout the world, expanding from the 2005 ratification of International Standards Organization (ISO) ISO/IEC 20000. This paper provides a background on ITSM and its contributing concepts including IT Information Library (ITIL), Service Level Management (SLM), Business Service Management (BSM), and many others. Read this article to learn about the several contributing frameworks mentioned, and reports on a survey of U.S. IT managers conducted to determine the extent of understanding of these terms and frameworks.