Because IT services continually proliferate, the supply of people taking on ITSM at the beginner level never decreases.

And because there are so many pathways to management maturity within ITSM, many different uses of language compete to define, explain, or justify relevant ideas.

Consequently, despite even the most popular “standards”, such as ITIL,  ITSM practitioners and commentators constantly regenerate confusion about providing and acquiring “solutions” to the problem of managing IT services for the business.

The confusion means that the investment in prescribed activities and offered support can be difficult to assess for its probable effectiveness. Many activities have immediate measurable effects, but the objective is to know when an effect is specifically constructive as evidence and progress of a “solution”.

A Solution Framework provides a standing reference for recognizing when and how something qualifies unambiguously as a solution. This Archestra Research notebook narrows the scope of the problem to exposing what a “solution” is, regardless of its source.

The framework consists of three perspectives: Business-centric, Capability-centric, and IT-centric.

Service Management Solution Framework Part 1

Service Management Solution Framework Part 1

The framework standardizes uses of terminology, while it calls out issues and activities that are usually already underway but that need to have their coordination specified.

By tracing the business view through the enabled capabilities supported by IT, all areas of managed contributions are aligned under accountability for inclusion and completeness in covering issues that make something a “solution”.

The full discussion of how to use the framework is available in PDF form at this link to its Slideshare location.