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. What is now called ITIL version 1, developed under the auspices of the CCTA, was titled "Government Information Technology Infrastructure Management Methodology" (GITMM) and over several years eventually expanded to 31 volumes in a project initially directed by Peter Skinner and John Stewart at the CCTA. The set of best practices, which were developed in the UK in the 1980s, have become the standard for IT service management globally, despite the fact that the framework represents a dramatic shift from traditional IT thinking.
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The most current revision of PRINCE2 was released in 2005 by the Office of Government Commerce, and it is currently undergoing a refresh for 2008-9. There is always risk associated with any work and this must be analysed. ITIL Conseil IT Service Management provides a framework to manage IT processes in an efficient and effective manner.
ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction. Whenever possible, many companies use the service desk as the communication center in the invocation of the disaster recovery plan.
The degree to which software engineering is an ITSM concern is unclear.
