The Professional Service Management Framework (PSMF) offers a new way to encourage personal and professional development in service management.

About PSMF

PSMF: professionalism in service management

The Professional Service Management Framework (PSMF) offers a unique way to encourage professional and personal development in service management. The framework of 42 competency areas helps organisations and individuals to identify and foster the skills needed in today’s service management environment. That includes not just the core technical capabilities but also the interpersonal, business and leadership know-how which is increasingly in demand.

For each of the 42 areas, PSMF offers competency descriptors at two levels – the basic associate level and the more advanced professional level – outlining typical indicators of achievement in each case. Over time these resources will link to information, relevant courses from partner organisations, and hints and tips to help you develop the skills of your service management team.

1. The PSMF global 2.0 Scorecard

Our newly updated digital scorecard, PSMF Global 2.0, allows service management practitioners to map their own skills and strengths against the competencies in PSMF. Each individual can create a scorecard profile and start to collect endorsements (as well as credits, if applicable – see below) from their managers, colleagues, and associates within itSMF UK. They can also take their scorecard with them if they move on to a new role.

What’s more, our new reporting features allow you to see, at a glance, where your particular strengths lie and where you should focus to achieve your next career step.

The PSMF content, scorecard profiles and basic endorsements are available to all itSMF UK members. For the individual practitioner, PSMF offers an excellent way to track your personal career journey in service management and identify new competency areas to explore. For the member organisation, PSMF provides a platform to support appraisals, manage staff development and identify hot spots and skills gaps.

2. Become a verified partner or ambassador

itSMF member organisations (Corporate or Enterprise) can also opt to become PSMF Verified Partners*. VPs have access to additional scorecard functions, including the ability to award ‘credits’ (accredited endorsements) and digital badges. As a VP, your organisation can take advantage of our ITSM competency self-assessment to identify ways to enhance your approach to professional development, and start to build the practices and processes required to be an outstanding employer of service management professionals.

If the assessment highlights areas for particular attention, or you would like general guidance on professional development strategies, itSMF UK can work with your team to review the systems you use for assessing the performance and competency of your ITSM practitioners. We’ll look at areas such as your integrated management system; service management policy and processes; top management commitment; and leadership accountability and responsibility.

Once we’ve completed this review, seen how your processes work, and agreed any course of action with regard to gaps or other areas requiring attention, we’ll be able to endorse your organisation as a true Professional Service Management Ambassador.

3. Benefits for the organisation and the individual

With PSMF, you benefit as an organisation by demonstrating your commitment to your team and their future growth and development, and by helping to establish service management as a genuine profession.

For the individuals in your team, PSMF offers an ever-growing source of information and reference, coupled with an on-going, transferable accreditation scheme that embraces both core technical skills and a whole range of new management and business-focused competencies.

And one other thing. As we gather more information on the many varied service management roles and career paths, and the steps that our professionals have taken along the way, we’ll be creating a unique picture of what the service management industry really looks like, and what options are available to those who choose to work in it. This is a truly valuable resource, but it can only be achieved with the combined commitment of our members, partners and associates, together making PSMF a competency framework for the service management industry.

* Verified Partnership involves an additional membership cost. Please ask for details at

4. What exactly is a PSMF endorsement?

Anyone can nominate an individual for endorsements within the PSMF scheme, but they are particularly valuable when they are used as part of your corporate appraisal process. Endorsements indicate that the individual in question has met or exceeded a particular goal, developed a new competency, or succeeded in some other respect relevant to their work role or broader life skills – either core ITSM competencies or the ‘softer’ skills that are equally important to career development. The individual is recognised against the PSMF framework for demonstrating competency at one of two levels, associate or professional.

If the endorsement comes from a Verified Partner, the endorsements will receive accreditation from itSMF UK, and the individual will gain credits on their scorecard. Four or more credits in the same competency area and they will receive a digital badge for that area of expertise.