Framework
IT Service Management Framework
This framework defines the structure, principles, and processes of the organization's IT Service Management (ITSM) function. It consolidates all ITIL-based processes, Incident, Problem, Change, Release, Request, Capacity, Availability, and Service Level Management, into a unified governance model. It aligns with ISO/IEC 20000-1:2018, ITIL 4, COBIT 2019 DSS02 and DSS03, and EU NIS 2 Directive requirements.
- Type
- Framework
- Version
- 1.2.2
- Date
- 2026-10-27
- Owner
- Chief Information Officer
- Approving authority
- Chief Information Officer
- Classification
- Public
- Confidentiality
- Public
- Category
- Operations
- Review frequency
- Annual and upon material service management or regulatory change
- Licence
- CC BY-SA 4.0
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Outline
- Purpose
- Scope
- Governance and accountability
- Framework principles
- Service levels
- Framework alignment
Frameworks it maps to
- ISO/IEC 20000-1:2018
- ISO/IEC TS 20000-11:2021
- ITIL 4
- COBIT 2019
- EU NIS 2 Directive
- CSA CCM v4.1
- NIST SP 800-61r3
Related documents
- Enterprise Governance and Risk Management Policyrisk
- Service Level Management Standardoperations
- IT Operations Key Performance Indicators Registeroperations
- IT Disaster Recovery Planresilience
- Security Incident Response Proceduresecurity
- Incident Escalation Matrixsecurity
- Continuous Assurance and Improvement Frameworkgovernance
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