PROFESSIONAL SERVICE

MANAGEMENT FRAMEWORK

Core ITSM practice areas

Core Competence Core ITSM practice areas
Group

This category covers the core Process/practice areas (elements) that make up
ITSM as an overall function.

Core Competence Control

Understanding the importance of service governance and controls allows the

service management professional to assure the delivery of service.

As a Service As a Service
Management Management
Associate, you Professional,
can… you can…

Person • Describe the • Explain the need for a

Specification difference between system of internal IT
preventive and controls.
detective controls and • Describe an internal
give examples of each audit you have been
involved in and
explain the role you
played in it.

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