A Review of the IT Service Design Process in Agile ITSM Frameworks

Abstract

The current and most used IT Service Management (ITSM) frameworks (ITIL v2011, CMMI-SVC, and ISO/IEC 20000) correspond to a rigor-oriented paradigm. However, the high dynamism in business requirements for IT services has fostered the emergence of agile-assumed ITSM frameworks. In contrast with the Software Engineering field where the rigorous and agile development paradigms co-exist because both paradigms are well-known and well-accepted, in the ITSM field, agile ITSM frameworks are practically unknown. This chapter, thus, reviews the main emergent proffered agile ITSM frameworks (Lean IT, FitSM, IT4IT, and VeriSM) focusing on the IT service design process category. This process category is relevant because an IT service is designed after its business strategic authorization and the IT service design determines the future warranty and utility metrics for the IT service. The main findings suggest the need for clear and effortless agile ITSM frameworks with agile design practices to guide potential ITSM practitioners to cope with the new digital business environment.