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Planning changes, assisting in communication, avoiding conflicts, and assigning resources

Selecting the right method, model or technique for identifying improvements

Tracking and managing improvement ideas from identification through to final action

Describing the services designed to meet the needs of a consumer group

Organization and people

Information and technology

Partners and suppliers

Value streams and processes

it uses inputs and outputs prescribed by ITIL

It is a service value chain activity

It integrates practices for a specific scenario

It provides an operating model for service providers

Complex service requests should be dealt with as normal changes

Service requests that require simple workflows should be dealt with as incidents

Service requests require workflows that should use manual procedures and avoid automation

Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

Plan

Improve

Design and transition

Deliver and support

All improvement ideas should be logged in a single ‘continual improvement register’

A single team should carry out ‘continual improvement’ across the organization

‘Continual improvement’ should have minimal interaction with other practices

Everyone in the organization is responsible for some aspects of ‘continual improvement’

Service level agreements

Service requests

Service components

Service offerings

Service request management

Service level management

Incident management

Change management

Speeding up the planning and authorization of emergency changes

Providing information about deployed changes to help manage incidents and problems

Providing a means of initiating and assessing normal changes

Tracking and managing improvement ideas from identification through to final action

Collaborate and promote visibility

Start where you are

Focus on value

Keep it simple and practical