IT service management is an enabler of information technology governance objectives
Nowadays, Management should also optimize the use of available IT resources, including applications,
information, infrastructure and people. To discharge these responsibilities, as well as to achieve its
objectives, management should understand the status of its enterprise architecture for IT and decide
what governance and control it should provide.
For IT to be successful in delivering against business requirements, management should put an internal
control system or framework in place. In this case, it is related to IT goals number 23 on COBIT 4.1
“Make sure that IT services are available as required“.
Related to IT services to be available, we have IT service management on ITIL terminology. ITSM is
process-focused and has ties and common interests with process improvement frameworks and
methodologies. The discipline is not concerned with the details of how to use a particular vendor's
product, or necessarily with the technical details of the systems under management. Instead, it focuses
upon providing a framework to structure IT-related activities and the interactions of IT technical
personnel with business customers and users.