OpenSM™ is a service management approach from the organizational level, looking at the end to end view rather than focusing on a single department.

Based around the OpenSM™ model, it shows organizations how they can adopt a range of management practices in a flexible way to deliver the right product or service at the right time to their consumers.

OpenSM™ allows for a tailored approach depending upon the type of business you are in, the size of your organization, your business priorities, your organizational culture – and even the nature of the individual project or service you are working on.

Rather than focusing on one prescriptive way of working, OpenSM™ helps organizations to respond to their consumers and deliver value with integrated service management practices.

In 2022, based upon market feedback, there was proof for a wide need for relevant training and certification in the Service Management area.

The OpenSM™ Alliance (Open Service Management Alliance) was established to combine strengths in partnership, and to create one accepted approach in the market as opposed to fragmentation.

An Architect team, led by a Chief Architect and Lead Authors, and supported by a worldwide team of over 70 leading Service Management, DevOps, Agile, Scrum, Lean and Business Management co-authors, contributors and reviewers, from both the private and public world, was set up to create the OpenSM™ Approach.

OpenSM™ owns and governs the OpenSM™ content and certification scheme. OpenSM™ doesn’t provide training or sell exams.  Instead, it accredits organizations called Examination Institutes (EIs) who sell exams on its behalf.  The EI of OpenSM™ is APMG and the relevant Training Providers are available at APMG ATO.

OpenSM™ is a holistic, business-oriented approach to Service Management, which helps you make sense of the growing landscape of best practices out there, and how you can best integrate them to add value to your business. It is therefore different in that it provides the ‘glue’ which helps you bring all of the different practices together and make best use of them. There is no other approach which fulfils this need.
OpenSM™ is also different in that it does away with the ‘one size fits all’ approach once and for all and instead facilitates a tailored approach, so that an organization can select different practices to establish an optimal Target Operating Model, depending upon the individual business situation.

OpenSM™ is also more business-oriented and less prescriptive than many of the other approaches out there, which makes it more accessible and easier to understand.

Several publications in the OpenSM™ series have been available since February 2022. These publications can be accessed through Accredited Training Provider ATO.

The first publication is describing the introduction of the OpenSM-approach. This book is published by OpenSM’s Official Publisher. It has been written by leading experts from all over the world, guided by IN.SI. Srl