• The management of IT services requires the integrations & application of people, process and technology
• Infrastructure Technology Service Management (ITSM) is a complex discipline requiring varying skills, organization structures, work practices, technology types, etc.
• ITSM frameworks provide structured guidance which helps us decipher the specific needs of our organization and then describe proven approaches to meeting these needs
• Critically, frameworks can highlight what has worked for other organizations in the past
• They provide us with guidance which we adopt & adapt to meet the needs of our organization
• Frameworks offer "can do" rather than "must do" guidance