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Incident management

Change control

Service desk

Service request management

How to apply the systems approach of the guiding principle think and work holistically

Services based on one or more products, designed to address needs of a target consumer group

How all the components and activities of the organization work together as a system to enable value creation

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

To capture demand for incident resolution and service requests

To set clear business-based targets for service performance

To maximize the number of successful IT changes by ensuring risks are properly assessed

An outcome can be enabled by more than one output

Outcomes are how the service performs

An output can be enabled by one or more outcomes

An outcome is a tangible or intangible activity

costs

users

value

performances

Costs removed from the consumer are part of service consumption

Costs imposed on the consumer are costs of service utility

Costs removed from the consumer are part of the value proposition

Costs imposed on the consumer are costs of service warranty

information

utility

warranty

costs

Populating and maintaining the asset register

Providing a clear path for users to report issues, queries, and requests

Delivering tactical and operational engagement with customers

Identifying and logging opportunities

Incident analysis skills

Technical skills

Problem resolution skills

Supplier management skills

The service desk should work in close collaboration with support and development teams

The service desk should rely on self-service portals instead of escalation to support teams

The service desk should remain isolated from technical support teams

The service desk should escalate all technical issues to support and development teams