DECEMBER - 2020 19GOVERNMENT CIO OUTLOOKT service management (ITSM) came about as a best practice for organisations to manage the delivery of end to end IT services. The most popular framework within the industry is ITIL. Originally created in the 1980s by the UK Governments Central Computer and Telecommunications Agency, ITIL struck an ideal balance between being widely applicable as well as being specific enough to be relevant to emerging challenges. While it has matured over the years, it does have some recurring shortcomings, especially with IT security and governance. Being a framework, ITIL provides information on what should be done, does not guarantee that implementation itself is completed most consistently and efficiently possible across a given portfolio. The ISO 20000 and COBIT2019 (COBIT was released in 1996 and is currently on its sixth version) framework and standards are designed with ITIL in mind and complement each other very well.So how do they work together and why does it matter in ICT today. Well in short ISO 20000 has requirements for process and management systems, and a key advantage is a definitive set of documents (which act as points of actions and governance, driving work to minimum standards of quality and alignment) are required, which ITIL describes as key documentation, but does not cover explicitly itself. COBIT2019 has 40 processes and can be categorised under "Evaluate, Direct and Monitor" (EDM) which IT Service Management in theDigital EraUnal AltayUnal Altay, CIO, V/lineByCIOINSIGHTSI
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