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Aimed at providing specific guidance on how to use COBIT when performing a particular role, this guide focuses on service managers, providing them a better understanding of the need for IT governance and how to apply good practices in their specific roles and responsibilities. It facilitates easier use and adoption of COBIT and ITIL concepts and approaches, and encourages integration of COBIT with ITIL.

Included are explanations on how to get started and combine COBIT and ITIL for successful service management. Core guidance is provided in the form of a table showing:

• The key activities of a service manager organized by ITIL V3 processes
• The corresponding COBIT 4.1 control objectives
• The corresponding ISO/IEC 20000 references
• Roles and responsibilities for a generic range of role players in the various processes

COBIT User Guide for Service Managers is applicable to any service provider, whether acting as an internal IT function or as a commercial vendor. The guidance is based on good practice and the practical experiences of industry experts. The structure has been based on COBIT’s key components of key controls, goals and metrics, roles and responsibility (RACI) charts, and maturity models. It also leverages ITGI’s COBIT mapping research of COBIT 4.1 with ITIL V3.