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Coordinated authorities and responsibilities

Organizational silos

Interfaces among practices

Organizational agility

To help identify problems

To escalate incidents to the correct support team

To ensure effective handling of service requests

To engage the correct change authority

The implementation of a planned new release of a software application

A low-risk computer upgrade implemented as a service request

The implementation of a security patch to a critical software application

A scheduled major hardware and software implementation

An incident

A problem

A change

An event

Change management

Service level management

Access management

Continual service improvement

Inputs, outputs and triggers

Work instructions, procedures and roles

Resources, capabilities and metrics

Process owner, policy and objectives

Event

Incident

Problem

Known error

Change enablement and continual improvement

Change enablement and problem management

Problem management and incident management

Incident management and continual improvement

Relationship management

Change control

Release management

Monitoring and event management

Service level management

Service desk

Continual improvement

Change enablement

To help plan emergency changes

To help authorize standard changes

To help assign a change authority

To help manage normal changes

Focus on value

Start where you are

Collaborate and promote visibility

Progress iteratively with feedback

A standard change

An emergency change

An internal change

A normal change

The planned removal of an item that might affect a service

A result enabled by one or more outputs

A possible future event that could cause harm

A service interruption resolved by the use of self-help tools

To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.

To ensure that all current and planned IT services are delivered to agreed achievable targets.

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).