Open Service Management Framework

Table of Contents

1. Front Matter
2. Structure
3. Incident Resolution
4. Problem Management
5. Configuration Management
6. Change Coordination
7. Asset Management
8. Service Definition
9. Experience Management
10. Service Channel Selection

Vision

The Open Service Management Framework is a framework or template for practicing Service Management across organizations of all sizes, types, industries, and locales. It is defined and maintained by the community for the community, as a way to share a common language and best practices for common processes and disciplines across service-oriented organizations (inspired by the processes that IT departments have been using for the last several decades).

It is a living document, open to change and improvement by the community as technology and knowledge continue to advance. At certain points, we may publish "snapshots" in the interest of being able to refer to specific revisions of the document.

It is not intended as a direct response to or evolution of any existing framework. Where aspects of existing frameworks make sense, we may include our own interpretation as part of this framework; where we have found other recommendations to be less helpful or ambiguous, we have chosen to describe practices and recommendations based on our own experiences.

It is practical, but not prescriptive. It is intended to provide a common vocabulary for Service Management professionals and organizations, with recommendations on how we have found the concepts to relate to each other in useful ways. However, our recommendations may not be appropriate for all organizations; use what makes sense and makes it easy to incorporate guidance from your peers.

It is completely open. The "specification", for lack of a better word, is licensed as indicated below so that everyone can read and understand the full text of the Open Service Management Framework. This does not preclude anyone from providing paid training or certifications, though we reserve the right to formalize a process for authorizing specific certification processes for practitioners, vendors, and trainers.

Contributing

This git repository is open for Pull Requests. However, due to the nature of git, we encourage proposal and discussion of changes and improvements via Github issues so that the Pull Requests can be small and less prone to conflicts.

This is a community project; anyone is welcome to submit a proposal and contribute to a discussion. By doing so, you agree to be respectful of differing perspectives, cultures, experiences, backgrounds -- we want the best possible recommendations, but never at the expense of our community.

License

This document, git repository, and derivative formats (including PDF versions, web sites, and printed versions) are licensed, individually and as a whole (in either case, "the work" or "this work"), under the following terms.

You may:

1. Read, consume, reproduce, and share this work, as long as it includes this README in its entirety.
2. Contribute to the work. Contributions may not be licensed individually and are covered by this license at time of proposal.
3. Extend and make derivative versions for use within your own organization.

You may not:

1. Distribute derivative versions outside of your organization.
2. Represent modified versions (including proposed contributions and forks) as official versions of this work.

All other rights not explicitly granted are reserved by the official repository and distributions.

Disclaimer

Any similarities to other frameworks is purely coincidental. All definitions, descriptions, and recommendations contained herein are the result of our contributors’ own experiences in their own companies and careers. In the event they bear similarities to other recommendations, it is because we also feel it is a “good idea”; in the interest of ensuring we have produced the best possible recommendations, we have not arbitrarily made different recommendations. However, to avoid any perception of infringement, we have used terms we feel are as good or better when the specific choice of word was non-critical to our shared language and understanding.