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

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

1 and 2

1 and 3

2 and 4

3 and 4

To protect the information needed by the organization to conduct its business

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

To ensure that spending is properly accounted for

To ensure that information security requirements are met

To streamline the fulfillment workflow

To set user expectations for fulfillment times

Change enablement

Service level management

Problem management

Service desk

The service value system

The service value chain

The seven guiding principles

The four dimensions of service management

It should always be used to support direct observation

It should always be used instead of direct observation

Measured data is always more accurate than direct observation

The act of measuring always positively impacts results

User

Change authority

Sponsor

Customer

Contracts and agreements

Type of cooperation with suppliers

Corporate culture of the organization

Level of formality

The restoration of normal service operation as quickly as possible

The establishment of Inks between the organization and its stakeholders at strategic and tactical levels

The alignment of the organization's practices and services with changing business needs

The reduction of the likelihood and impact of incidents

They are agreed, documented, and communicated to help set user expectations

They are established, reviewed, and reported to ensure that customers are happy with the service

They are initiated, approved, and managed to ensure that predictable responses are achieved

They are scheduled, assessed and authorized to reduce the risk of service failures

To organize a major improvement initiative into several smaller initiatives

To make new and improved services and features available for use

To ensure a shared understanding of the vision and improvement direction for all products and services

To continually improve all products and services across all value chain activities

Less low level work and a greater ability to focus on user experience

Increased phone contact and a reduced ability to focus on user experience

Ability to work from multiple locations, geographically dispersed

Ability to work from a single centralised location

Event

Incident

Problem

Known error

Outcomes

Value

Utility

Warranty