Process improvements within ITSM are guided by prescriptions of frameworks like ITIL and ISO 20000. Since improvements cause costs, they need to be beneficial to the respective organization. This means to implement ITSM process improvement frameworks according to the specific needs of organizations.
In this research in progress a concept is presented that supports this approach by sharing knowledge to facilitate process improvements. The concept is successfully validated by an industry case for the ISO 20000 standard.
Deutscher, Jan-Helge and Felden, Carsten, "20P. Concept for Identification of Improvement Opportunities Provided by ITSM Frameworks to Address Specific Needs of Organizations" (2010). CONF-IRM 2010 Proceedings. 44.