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Service level management

Service catalogue management

Demand management

Service transition

1 and 3 only

All of the above

1 and 2 only

2 and 3 only

Informational, scheduled, normal

Scheduled, unscheduled, emergency

Informational, warning, exception

Warning, reactive, proactive

To identify patterns of business activity

To ensure high levels of customer satisfaction

To secure funding to manage the provision of services

To ensure strategic plans for IT services exist

Capacity management

Incident management

Service level management

Financial management

Provide overall planning for service transitions and co-ordinate the resources they require

Ensure that all service transitions are properly authorized

Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked

To define testing scripts to ensure service transitions are unlikely to ever fail

The availability of a service or component

The level of risk that affects a service or process

How long a service or configuration item (CI) can perform its function without failing

How quickly a service or component can be restored to normal working order

Personnel, electronic, network, emergency, identity

Rights, access, identity, directory services, service/service components

Physical, personnel, network, emergency, service

Normal, temporary, emergency, personal, group

Prioritizing conflicts for service transition resources

Coordinating the efforts required to manage multiple simultaneous transitions

Maintaining policies, standards and models for service transition activities and processes

Detailed planning of the build and test of individual changes

Service catalogue management

Service portfolio management

Service desk

Business relationship management