The FitSM process model compared


Frameworks and standards around managing and governing IT and IT services have evolved since the 1990s. Three of the most popular frameworks and standards are ITIL (a collection of books with good practices on IT service management), ISO/IEC 20000 (an International Standard for IT service management) and COBIT (a framework for governance and management of enterprise IT).

All these approaches share some key ideas of how to manage and govern the provision of technology-enabled services. In addition, the understanding of which processes are recommended to implement effective IT service management is similar in the mentioned standards and frameworks. The FitSM process model is very close to the process model underlying ISO/IEC 20000, while ITIL and COBIT describe a larger number of IT service management and IT governance processes compared to FitSM and ISO/IEC 20000. However, starting with the more reduced and lightweight set of processes of FitSM can be considered a valid first step towards implementing the full set of processes recommended by other frameworks.

Mapping FitSM processes to ITIL, ISO/IEC 20000 and COBIT

The following table shows how FitSM is compatible with ITIL, ISO/IEC 20000 and COBIT in the sense that the FitSM processes can be easily mapped to those in the other frameworks. The table lists  all 14 FitSM processes (left column) and relates them to the best matching processes from ITIL, ISO/IEC 20000 and COBIT. Please note that there may be processes in other frameworks than FitSM not covered or mentioned here.

FitSM ITIL (Edition 2011) ISO/IEC 20000:2011 COBIT 5
Service Portfolio Management (PR1) Service Portfolio Management (ITIL SS) Design and transition of new or changed services (Clause 5) Manage portfolio (APO05)
Design Coordination (ITIL SD, 4.1) Manage Solutions Identification and Build (BAI03)
Transition Planning and Support (ITIL ST, 4.1)
Service Level Management (PR2) Service Catalogue Management (ITIL SD, 4.2) Service Level Management (Clause 6.1) Manage Service Agreements (APO09)
Service Level Management (ITIL SD, 4.3)
Service Reporting Management (PR3) Service Reporting (ITIL CSI, 5.7) Service Reporting (Clause 6.2) Monitor, Evaluate and Assess Performance and Conformance (MEA01)
Service Availability & Continuity Management (PR4) Availability Management (ITIL SD, 4.4) Service Continuity and Availability Management (Clause 6.3) Manage Continuity (DSS04)
IT Service Continuity Management (ITIL SD, 4.6) Manage Availability and Capacity (BAI04)
Capacity Management (PR5) Capacity Management (ITIL SD, 4.5) Capacity Management (Clause 6.5)
Event Management (ITIL SO, 4.1)
Information Security Management (PR6) Information Security Management (ITIL SD, 4.7) Information Security Management (Clause 6.6) Manage Security (APO13)
Access Management (ITIL SO, 4.5) Manage Security Services (DSS05)
Customer Relationship Management (PR7) Business Relationship Management (ITIL SS, 4.5) Business Relationship Management (Clause 7.1) Manage Relationships (APO08)
Suppler Relationship Management (PR8) Supplier Management (ITIL SD, 4.8) Supplier Management (Clause 7.2) Manage Suppliers (APO10)
Incident & Service Request Management (PR9) Incident Management (ITIL SO, 4.2) Incident and Service Request Management (Clause 8.1) Manage Service Requests and Incidents (DSS02)
Request Fulfilment (ITIL SO, 4.3)
Problem Management (PR10) Problem Management (ITIL SO, 4.4) Problem Management (Clause 8.2) Manage Problems (DSS03)
Configuration Management (PR11) Service Asset and Configuration Management (ITIL ST, 4.3) Configuration Management (Clause 9.1) Manage Assets (BAI09)
Manage Configuration (BAI10)
Change Management (PR12) Change Management (ITIL ST, 4.2) Change Management (Clause 9.2) Manage Changes (BAI06)
Change Evaluation (ITIL ST, 4.6) Manage Change Acceptance and Transitioning (BAI07)
Release & Deployment Management (PR13) Release and Deployment Management (ITIL ST, 4.4) Release and Deployment Management (Clause 9.3)
Service Validation and Testing (ITIL ST, 4.5)
Continual Service Improvement Management (PR14) The Seven-Step Improvement Process (ITIL CSI, 4.1) Maintain and Improve the SMS (Clause 4.5.5)