IT Service Management is a general term that describes a strategic approach for designing, delivering, managing and improving the way information technology (IT) is used within an organization. The goal of every IT Service Management framework is to ensure that the right processes, people and technology are in place so that the organization can meet its business goals.

ISO 20000 - a global standard that describes the requirements for an ITSM system. Although the standard was developed by developed by the British Standards Institutions to mirror best practices described within the ITIL framework, it also supports other frameworks, such as Microsoft's Operations Framework.