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.