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ITIL isthe world's most widely used best practice standard for IT service management (ITSM).
It provides a structured framework that companies can use to make IT services customer-oriented, efficient and continuously improvable.

1. established processes & practices

ITIL defines over 30 practices, including

• Incident management (rapid troubleshooting)
• Change enablement (controlled changes)
• Service level management (target agreements with customers)
• Problem management, release management, service desk, and much more.

These ensure clear processes, responsibilities and measurable results.

2. focus on customer benefits and value co-creation

ITIL 4 emphasizes that IT services are only successful if they create value for the customer.
Service Management is therefore not just technical, but business and benefit-oriented.

3. integration with other frameworks

ITIL can be easily combined with:

• Agile methods (e.g. Scrum, SAFe)
• DevOps principles
• Governance standards (e.g. COBIT, ISO 27001)
• Project management (e.g. PRINCE2)

This makes ITIL modular and connectable - ideal for hybrid organizations.

4. continuous improvement (CSI)

A central element of ITIL is the practice of continuous improvement:

• What is going well?
• What can be improved?
• Which measures create real added value?

In this way, service management is constantly evolving - data-based, structured and customer-oriented.

Conclusion:

ITIL helps to implement service management in a professional, structured and customer-oriented manner.
It provides proven processes, roles and thought models for efficiently planning, operating and continuously improving IT services - always with a focus on business value and customer satisfaction.

To the ITIL trainings

Which certifications should you have

The IREB (International Requirements Engineering Board) is essentially concerned with requirements engineering, i.e. the systematic elicitation, analysis, documentation and management of requirements. Service management, on the other hand, aims to efficiently plan, provide and operate IT services. At first glance, these seem like two different disciplines - but IREB can actually play a decisive role in the professional implementation of service management.

Here are some key points on how IREB supports this:

1. record clear requirements for services

A central problem in service management is often: unclear or incomplete requirements. IREB teaches methods for systematically determining requirements - e.g. through interviews, workshops, use cases or personas. This makes it clear from the outset what a service should achieve.

Beispiel: Ein IT-Service soll „schnell“ sein – was heißt das konkret? Mit IREB-Methoden lassen sich solche vagen Begriffe in messbare Anforderungen übersetzen (z. B. „Antwortzeit < 2 Sekunden bei 100 gleichzeitigen Nutzern“).

2. involve stakeholders in a targeted manner

IREB places great emphasis on stakeholder analysis and communication. This is particularly important in service management, as many different groups (users, operations, security, management) are involved. IREB helps to understand their needs and translate them into services.

3. document and version requirements

With IREB standards such as the "Requirements Template", requirements can be professionally documented - a must if services are to be operated, changed or migrated over many years.

4. secure change processes

There are constant changes in service management. IREB helps to update and track requirements for changes in a structured manner - including traceability of requirements for service components.

5. create a basis for SLA definitions

Service level agreements (SLAs) are based on requirements. The clearer the requirements, the better SLAs can be defined, negotiated and monitored. IREB provides the methodological tools for this.

Conclusion:

IREB supports service management indirectly but substantially by ensuring that the right requirements are clear from the outset, that all stakeholders are involved and that changes are managed in a controlled manner. Anyone who sees services as products cannot avoid good requirements engineering.

To the IREB training courses

Which certifications should you have

ISTQB (International Software Testing Qualifications Board) provides standards and methods for structured testing. Even if it comes from software development, it plays an important role in IT service management, because the quality and stability of services are hardly conceivable without testing.

1. ensure quality in IT services

Service management depends on reliable, high-performance and error-free services.
ISTQB helps to test systematically:

• Is the service working as planned?
• Is it stable after changes?
• Are interfaces and automations robust?

This makes quality plannable and measurable.

2. introduce changes in a controlled manner

Services are constantly changing (releases, updates, changes).
With ISTQB principles such as regression testing, risk-based testing and test automation, changes can be implemented in a controlled and secure manner - without any nasty surprises during live operation.

3. integrate tests into the service lifecycle

Tests are not an "add-on", but an integral component:

• In service design: acceptance tests and test strategies
• In transition: system, integration and acceptance tests
• In operation: monitoring, end-to-end tests, feedback loops

ISTQB makes testing structured and repeatable - not just ad-hoc.

4. automation as a lever

ISTQB teaches the basics of test automation, which is ideal for:

• Regular health checks
• Interface checks (APIs)
• Tests after patches or releases

This saves time and ensures quality in day-to-day business.

5. improve collaboration & documentation

Good tests need clear communication:
What is to be tested? Who is testing what? What was found?

ISTQB standards ensure clear test documentation and a common understanding - especially important in teams with Dev, Ops, Service Desk & external partners.

Conclusion:

ISTQB helps service management to ensure quality in a structured way - across all phases. It perfectly complements ITIL & Co. with concrete test methods to provide stable, secure and customer-oriented services.

To the ISTQB trainings

Which certifications should you have

PRINCE2® (Projects in Controlled Environments) is a globally recognized standard for project management. Service management, on the other hand, deals with the operation and continuous improvement of IT services.
However, many service initiatives start as projects - for example:

• Introduction of new services
• Conversion to the cloud
• Introduction of ITIL processes
• Outsourcing of service components
• Service improvements

This is exactly where PRINCE2 helps enormously.

1. structured introduction of new services

PRINCE2 provides a clear framework for:

• Project start & business case
• Roles and responsibilities
• Project planning and control
• Quality assurance & risk management

This allows new services to be introduced in a controlled, planned and repeatable manner - with a clean handover to operations.

2. clear roles & governance

PRINCE2 defines clear roles for project managers, steering committees, stakeholders and teams.
This fits perfectly with service management, where many parties work together - such as IT, business, service providers and operations managers.

In this way, collaboration is structured across the board - no chaos, no gray areas.

3. control of service improvements

Continuous improvements in service management (CSI, e.g. according to ITIL) can also be set up as projects.
PRINCE2 helps to plan, implement and monitor such projects in a targeted manner - including added business value and learning effects.

4. compatible with ITIL, SIAM & Co.

PRINCE2 can be seamlessly combined with ITIL or SIAM. Example:

• ITIL describes what needs to be done in service management,
• PRINCE2 describes how to set up and implement service initiatives as projects.

The result: less friction between "change the business" and "run the business".

5. focus on benefits & business value

PRINCE2 places the business case at the center of every project.
In service management, this helps to clearly link measures and investments with customer benefits - and to avoid unnecessary projects.

Conclusion:

PRINCE2 helps service management to implement changes in a predictable, controlled and business-oriented manner. It provides structure, governance and control - perfect for new services, process improvements or organizational changes in the service environment.

To the PRINCE2 training courses

Which certifications should you have

TOGAF® (The Open Group Architecture Framework) is a proven framework for the development and management of enterprise architectures. It supports service management in planning and implementing IT services in a structured, strategic and sustainable manner.

1. holistic structure for IT services

TOGAF provides models and tools to view services in the context of business processes, applications, data and technologies. As a result, IT services are architecturally thought through and aligned with the company's objectives.

2. support throughout the entire life cycle

At the heart of TOGAF is the Architecture Development Method (ADM). It accompanies services from the initial idea through planning and implementation to continuous improvement. This results in services that are stable, integrable and scalable in the long term.

3. better integration of methods and frameworks

TOGAF can be excellently combined with other standards, for example:

• ITIL for service processes in operations
• PRINCE2 for project management
• ISTQB for quality assurance
• IREB for requirements engineering

TOGAF ensures that these methods work together consistently - and do not run side by side.

4. clear decision-making principles and governance

Through architecture governance, roadmaps and impact analyses, TOGAF provides the necessary transparency for decisions in service management. This helps with cloud migrations, sourcing issues or the introduction of new technologies, for example.

5. focus on business value

TOGAF anchors services in business benefits. It ensures that IT services are not planned in isolation, but always in the context of business objectives and requirements - a key requirement in modern service management.

Conclusion:

TOGAF helps to implement service management strategically and in line with the architecture. It ensures long-term, sustainable structures that grow with the company - and creates the basis for integrated, economically viable IT services.

To the TOGAF training courses

Which certifications should you have

COBIT® (Control Objectives for Information and Related Technologies) is a framework for the governance and management of corporate IT. It helps organizations to strategically manage IT processes, control risks and maximize business benefits.

For service management, COBIT provides the structures, control mechanisms and checks needed to operate IT services in a reliable, compliant and business-oriented manner.

1. governance for IT services

COBIT provides a model for operating IT services under clear management and accountability:

• Who is responsible for which service?
• What goals are being pursued?
• How is the benefit measured?

This means that service management is not only "managed", but also controlled - with a focus on value, risk and resources.

2. process-oriented management model

COBIT describes 40 governance and management processes, e.g:

• EDM04: Ensure Resource Optimization
• DSS01: Manage Operations
• DSS02: Manage Service Requests and Incidents
• DSS03: Manage Problems
• BAI06: Manage Changes

These processes are directly transferable to IT service management and provide clear objectives, activities and metrics.

3. linking IT with corporate goals

COBIT helps to strategically align IT services with business objectives - with the so-called Goals Cascade model.
This is essential for modern service management:

IT services should not just "run", they should make a concrete contribution to business success.

4. risk and compliance orientation

Especially in service management, topics such as data protection, information security, auditability and operational risks are crucial.
COBIT helps to systematically address these aspects, e.g. through:

• Control objectives
• Maturity models
• Governance principles

This makes service management compliant and audit-proof.

5. measure, control and improve

COBIT provides clear specifications for:

• Performance indicators (KPIs)
• Process maturity levels
• Target states

This fits in perfectly with service management that focuses on transparency, control and continuous improvement (e.g. in accordance with ITIL).

Conclusion:

COBIT creates the governance structure to implement IT service management in a targeted, risk-conscious and value-oriented manner.
It supplements operational frameworks such as ITIL with strategy, management and control - and thus makes services not only efficient, but also sustainable and responsibly managed.

To the COBIT training courses

Which certifications should you have

Scrum is an agile framework for the incremental development and continuous improvement of products and solutions. Even though it originally comes from software development, Scrum is ideally suited to making service management more agile, customer-oriented and responsive.

1. rapid response to changes

In service management, requirements are constantly changing - due to new technologies, customer feedback or business changes.
Scrum helps you to react quickly and in a structured way, e.g. by:

• Short iterations (sprints)
• Prioritized tasks (backlog)
• Quick feedback (reviews)

This means that service improvements can be implemented more frequently, in a more targeted manner and with greater customer benefit.

2. continuous service improvement

Instead of large, sluggish improvement projects, Scrum enables continuous, small improvements in the sense of "Continual Service Improvement" (e.g. from ITIL).
After each sprint, a new benefit can be created - measurable, visible, testable.

3. interdisciplinary cooperation

Scrum teams are cross-functional - just like service teams often should be.
A service team with e.g. Operations, Support, Dev and Service Owner works in Scrum in a closely coordinated, transparent and self-organized manner on improvements and service developments.

4. transparency and responsibility

Scrum creates a culture of open communication, personal responsibility and continuous reflection through daily stand-ups, sprint reviews and retrospectives - this improves both collaboration and service quality.

5. user focus through product owner

The product owner ensures that work is always carried out on what brings the greatest value for users and customers.
This corresponds exactly to the goal of service management: IT services that deliver real business value."

Conclusion:

Scrum helps service management by enabling teams to work in a fast, focused and customer-oriented way. It is particularly suitable for:

• Service improvement initiatives
• Agile operating models (e.g. DevOps teams)
• Introduction of new self-services or processes

Scrum makes service management agile, adaptive and user-centered - and ideally complements classic frameworks such as ITIL or COBIT.

To the Scrum & Agile training courses

Which certifications should you have

ISO/IEC 27001 is the international standard for information security management systems (ISMS).
In service management - especially in IT services - security plays a central role, e.g. in relation to:

• Availability of services
• Confidentiality of data
• Integrity of information
• Dealing with risks, incidents and compliance requirements

ISO 27001 helps to integrate security aspects into service management in a structured, verifiable and permanent manner.

1. information security as part of service management

ISO 27001 ensures that security is systematically embedded in the life cycle of IT services - from planning to operation and improvement.

Examples:

• Security requirements in service level agreements (SLAs)
• Risk assessment for new or modified services
• Control and monitoring of security-relevant service processes

2. structure and responsibility through the ISMS

ISO 27001 requires an organized management system in which roles, responsibilities, processes and guidelines are clearly defined.
This means for service management:

• Clear responsibilities for the security of services
• Safety guidelines in daily operation
• Training and awareness for service employees

3. risk management for services

Systematic risk management is a core component of ISO 27001.
This helps in service management:

• Identify risks at an early stage (e.g. from new technologies or service providers)
• Plan countermeasures
• Making residual risks transparent

This makes service management not only effective, but also comprehensibly secure.

4. control measures for ongoing operations

Annex A of ISO 27001 provides a comprehensive catalog of measures (controls), including many directly relevant to IT service management, e.g:

• Access controls
• Backup and restore
• Change Management
• Logging and monitoring
• Incident management

These measures can be easily integrated into existing ITIL or COBIT processes.

5. verifiable safety (audit & certification)

With ISO 27001, companies can have their security measures in service management audited and certified.
This creates:

• Trust with customers
• Security in tenders
• Proof of compliance (e.g. GDPR, KRITIS)

Conclusion:

ISO/IEC 27001 helps service management by systematically integrating security - with clear roles, structured processes and measurable results.
It ensures trust, stability and compliance in the day-to-day operation of IT services and complements frameworks such as ITIL, PRINCE2 and COBIT at the security level.

To the ISO 27001 training courses

Which certifications should you have

DevOps is an approach that integrates development (Dev) and IT operations (Ops) more closely - with the aim of providing and operating faster, more reliable and more customer-oriented IT services.

DevOps brings a real cultural change to service management: away from silos and towards collaborative, automated and continuous service provision.

1. fast and stable service provision

DevOps enabled by automation and continuous delivery:

• Faster introduction of new services
• Stable and repeatable deployments
• Minimization of default risks for changes

This fits in perfectly with service management processes such as change management, release management and deployment.

2. improvement of cooperation

Traditionally, development and operations often work in separate teams.
DevOps breaks down and promotes these silos:

• Shared responsibility for the entire service lifecycle
• Transparent communication
• Common goals (e.g. availability, performance)

In service management, this leads to greater efficiency and fewer frictional losses.

3. continuous improvement through feedback loops

DevOps thrives on constant feedback, e.g. through monitoring, user feedback or automated tests.
This data flows directly into:

• Service improvements
• Process optimizations
• Faster learning from incidents

This integrates Continuous Service Improvement (CSI), as described by ITIL for example, into day-to-day work.

4. higher quality through automation

DevOps relies heavily on infrastructure as code, test automation, CI/CD pipelines and monitoring.
This improves:

• Quality assurance
• Speed of response to problems
• Repeatability and standardization in service operations

This makes service management more robust, faster and more resilient.

5. cultural change: responsibility for the entire service

In DevOps teams, the motto is: "You build it, you run it."

This means that development teams assume joint responsibility for operation and quality - including availability, support and security.
This ensures higher quality and a stronger user focus.

Conclusion:

DevOps helps service management by promoting collaboration, automation and continuous improvement.
It not only accelerates the provision of new services, but also increases their quality and reliability in operation - and makes overall service management more agile, faster and more customer-oriented.

To the DevOps training courses

Artificial intelligence (AI) is revolutionizing IT service management (ITSM) by taking automation, efficiency, quality and user-friendliness to a new level. It helps to provide and operate services more proactively, faster and more intelligently.

1. automation of standard requests

AI-based chatbots and virtual agents can:

• Answer requests automatically (e.g. password resets)
• Record, categorize and prioritize tickets
• Supporting users around the clock

This takes the pressure off the service desk and improves availability and response times.

2. intelligent incident and problem handling

With machine learning, AI can:

• Recognize patterns in incidents
• Propose root cause analyses
• Point out recurring errors at an early stage

This makes problem management much more effective - proactive error prevention instead of reactive firefighting.

3. optimization of processes and workflows

AI analyzes historical data from ticket systems, monitoring and logs to help:

• Streamline processes
• Identify bottlenecks
• Shorten processing times

This makes service management more efficient and data-driven.

4. predictive analytics for proactive action

Predictive analytics enables AI:

• Making predictions about system failures
• Recognize load peaks or service impairments at an early stage
• Suggest or initiate automatic countermeasures

In this way, service availability is actively controlled before the user notices anything.

5. support with change and release management

AI can assess the risks of planned changes, e.g. through:

• Similarity analyses to previous changes
• Impact on services or customers
• Suggestions for optimal implementation

This improves the quality of changes and reduces downtimes.

6. improvement of the user experience

AI can make personalized recommendations:

• Which self-service solution is right for you?
• Which knowledge article is specifically helpful?
• Which services are relevant for the user?

This increases the acceptance and satisfaction of service users.

Conclusion:

AI helps service management by:

• Routine tasks automated
• Decisions supported by data
• Recognizing risks at an early stage
• Accelerated processes
• Fulfilling user needs more intelligently

This not only makes service management more efficient, but also smarter, more proactive and more future-proof.

To the KI / ISO42001 training courses