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It optimizes overall business risk

It optimizes financial exposure

It ensures that all changes are authorized by the change advisory board (CAB)

It ensures that service requests follow the normal change management process

Self-service tools

Compliments and complaints

Processes and procedures

Incident management

Focus on value

Keep it simple and practical

Start where you are

Progress interactively with feedback

Define measurable targets

Perform baseline assessments

Execute improvement actions

Evaluate measurements and metrics

1 and 2

1 and 3

2 and 4

3 and 4

To establish and nurture the links between the organization and its stakeholders

To ensure that the organization’s suppliers and their performance are managed appropriately

To set clear business-based targets for service levels

To support the agreed quality of a service handling all agreed, user-initiated service requests

A set of interconnected activities that help an organization deliver a valuable service

A description of one or more services that help address the needs of a target consumer group

A set of specialized organizational capabilities for enabling value for customers

Recommendations that help an organization when adopting a service management approach

Change management, service asset and configuration management, release and deployment

management

Change management, capacity management, event management, service request management

Service level management, service portfolio management, service asset and configuration management

Service asset and configuration management, release and deployment management, request fulfillment

Reduces the likelihood and impact of incidents

Ensures services are restored as soon as possible

Helps direct the incident to the correct support area

Determines how the service provider is perceived

Focus and value

Collaborate and promote visibility

Optimize and automate

Think and work holistically