Any organisation that delivers IT services to their customers with a goal to support the business processes, needs some sort of structure to achieve that. Historically, that structure was based around functions and technical capabilities. Currently, with the ever-increasing speed of changes, and the need for flexibility that is no longer an option.


That is why IT organisations are looking for alternatives:

–          TQM processes and continuous improvement projects

–          Cobit as a control mechanism

–          CMM for control and structure in software (and system) development

–          ITIL for operational and tactical management of service delivery

Which framework, model or tool you use is heavily reliant on the company: ‘horses for causes’ is the adagio you need to keep in mind.


For many IT organisations, ITIL is a very good way of managing service delivery and to perform the IT activities in end-to-end processes.


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