ITSM is a disciplined based practice that has been around for twenty years. IT as a Service is a concept originated by leading IT thinkers from around the world. It has many frameworks, including the global ITIL and ISO 20000.
As a discipline based management philosophy, Service Management in general has done well around the world. However, though the IT derivative of Service Management has done very well in Europe and Asia, as a discipline based practice it has not well in the US IT market.
I have been involved in a number of ITIL V1, V2 and now V3 implementation projects in the US. All have failed or struggled for the same reason. The client wanted to take a standard that is intended to change a culture and adapt that standard to fit the culture.
While such assignments generated many billable hours for consulting firms in the short-run, they also generate the buzz of a resume failure and outsourcing the IT functions to a service-oriented vendor in the end.
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