Evaluation of service-oriented IT management in practice

The transformation from a technology-oriented IT department to a client-focused IT service provider with a methodological structuring of internal IT processes can only be guaranteed by service-oriented IT management. In contrast to concepts such as service-oriented computing the service-oriented IT management concept concentrates especially on the management of IT services. A large number of models, methods and concepts were developed, intended to help guarantee service-oriented IT management. Especially the best practice framework ITIL (IT infrastructure library) was noticed by IT management. The ITIL framework has been enhanced continuously and has become a de facto standard under the influence of the internationally active IT service management forum. ITIL is not a process model but a description of activities, documents, roles, success factors, key performance indicators et cetera, which should be taken into account for an ideal IT management.