Service Management as a Foundation for Security and Resilience
By Robert Edward Pinnington | Clorient Ecosystem Partner
Information security and resilience have become central concerns for organisations of all sizes. Some are also bound by regulations such as the NIS2 Directive. While focus on technical solutions, one critical area often remains in the background: service management.
Effective service management is more than just a way to organise operations. It is a practical approach to ensuring service continuity and managing risks. Frameworks such as ITIL® 4 and M_o_R® 4 provide the structure organisations need to develop their services and manage risks systematically and proactively, with M_o_R® 4 complementing ITIL® 4 by providing a structured approach to risk management.
ITIL® 4: Secure and Continuous Services
ITIL® 4 offers a modern framework for service management where security and continuity are built into every stage. The goal is not only efficient service delivery, but also high-quality services, resilience, and continuous improvement.
Key practices that support security and stability throughout the service lifecycle include:
Information security management, ensuring critical business data is protected throughout its lifecycle.
Change enablement, supporting controlled implementation of new technologies and updates.
Service continuity management, helping organisations prepare for and recover from disruptions.
Incident and problem management, enabling fast responses and structured learning from failures.
Asset management, ensuring that critical infrastructure and assets are identified, tracked and protected throughout their lifecycle.
Monitoring and event management, enabling early detection of issues, performance degradation and potential threats to maintain service stability and security.
These practices help build services that are not only functional but also resilient and secure.
M_o_R® 4: Risk Management to Support Service Management
While ITIL® 4 focuses on service security and continuity, M_o_R® 4 (Management of Risk) effectively integrates risk management into the organisation’s broader processes. M_o_R® 4 is not directly a part of service management, but it provides a framework to proactively manage and identify risks that could impact service delivery.
M_o_R® 4 helps:
Identify and assess risks: recognising potential threats that may impact service delivery and continuity.
Manage operational and strategic risks: risks can range from technical issues to regulatory changes, and M_o_R® 4 provides tools to manage these risks.
Integrate risk management into daily operations: once risks are identified and assessed, M_o_R® 4 helps organisations make better decisions and respond to risks before they materialise.
This supports service continuity and security by providing a clear framework for managing risks, which is an essential part of ensuring overall organisational security.
Responding to Evolving Requirements
In 2025, Finland enacted a new Cybersecurity Act to implement the EU’s NIS2 Directive. It requires critical sectors to strengthen risk management, preparedness, and incident reporting.
ITIL® 4 and M_o_R® 4 offer practical tools to meet these demands. ITIL supports service continuity and security, while M_o_R provides a structured approach to managing risks. Together, they help organisations improve their resilience and enhance the quality and reliability of their services.
Service Management as the Backbone of Sustainable Security
Security and resilience are not achieved through technology alone. They require structured processes, clear responsibilities, and a culture where risk management and continuity planning are embedded in everyday operations.
By combining ITIL® 4 and M_o_R® 4, organisations can:
Design and deliver services with built-in security
Ensure operational continuity during disruptions
Proactively manage and mitigate risks
Adapt to evolving requirements and regulatory changes
This is more than just compliance. It is about building trust, maintaining quality, and fostering long-term resilience. Service management is not merely a support function; it is a critical enabler of secure and reliable operations.