Yes,I am advocate of IT Service Management. While there are several frameworks to improve ITSM, including ITIL. (IT Infrastructure Library) A few years ago I argued in this post titled; Do I Really Need ITIL To Improve IT? that there are options to improve IT Service Management that do not rely on these formalized frameworks.
Jason Druebert writing for CIO Update reports about an organization with exemplary IT Service Management skills, then has to ask this question;
So how is it possible that the most effective Problem Management I’ve ever seen completely disregarded ITIL?
I urge you to read the full article looking at the possible answers.