Gartner Quadrant IT Service Management

The goal of 'Problem Management' is to resolve the root cause of incidents and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. In the early 1990s the UK set up a scheme where onsultants were hired, processes evaluated, and the result was the creation of the Information Technology Infrastructure Library (ITIL), which was later made available to the public. ITIL is often considered alongside other best practice frameworks such as the Information Services Procurement Library (ISPL), the Application Services Library (ASL), Dynamic Systems Development Method (DSDM), the Capability Maturity Model (CMM/CMMI), and is often linked with IT governance through Control Objectives for Information and related Technology (COBIT).

The Problem Control Process aims to handle problems in an efficient way. The goal of Incident Management is to restore normal service operation as quickly as possible and minimize the adverse effect on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Gartner Quadrant IT Service Management The negative aspect is that many of the essential elements of PRINCE2 can be omitted sometimes resulting in a PINO project - Prince in Name Only.

It specifies the amount of time it will take for the recovery and when the recovery should be completed. ITSM is generally concerned with the "back office" or operational concerns of information technology management (sometimes known as operations architecture), and not with technology development.

There are three levels of ITIL certification, and these are Foundation, Practitioner, and Service Manager.