What classic Service Management is good at – and what not

Classic Service Management frameworks and standards (including ITIL®, COBIT®, CMMI®, ISO/IEC 20000-1)[1] have served their purpose by waking people up to think about how they deliver their services. They all go years back and shaped what people now understand as IT Service Management or just Service Management (because services are not only IT, are they?). What these methods share is how they take a systems approach: a very 1970’s stream of thinking that some call…

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