In 1999 the US Federal Government took a step toward improving the quality, performance, delivery and support of IT-based services. This step was the creation of the Federal Enterprise Architecture Framework (FEAF). This framework consists of five reference models. A reference model is an abstract or logical framework or structure that describes the interconnections between ideas, concepts, elements or components that make up a whole system. We can look to the FEAF reference models as a guide for how we might approach an ITSM implementation regardless of industry or organizational structure. Performance Reference Model : Used to measure the performance of major IT investments This equates to a CSI or Metrics Program Business Reference Model : Process-driven structure that describe business operations regardless of the organization that performs them This equates to a Service Portfolio framework Services Reference Model : Classification of service...