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Continual improvement

Service level management

Service desk

Problem management

Problem investigation and resolution

Incident analysis and prioritization

Business analysis and commercial management

Balanced scorecard reviews and maturity assessment

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

Service level management

Change control

Service request management

Incident management

Meeting expectations for quality, costs and time-to-market

Ensuring the continual improvement of services

Ensuring that the organization's vision is understood

Providing transparency and good relationships

The ‘improve’ value chain activity

The ‘continual improvement register’

The ‘continual improvement model’

The ‘engage’ value chain activity

Management, control and prediction of the performance, utilization and capacity of individual elements of

IT technology

Review of all capacity supplier agreements and underpinning contracts with supplier management

Management, control and prediction of the end-to-end performance and capacity of the live, operational IT

services

Future business requirements for IT services are quantified, designed, planned and implemented in a

timely fashion

Service management

Warranty

Cost

Utility

To help automated matching of incidents to problems or known errors

To identify which support team the incident should be escalated to

To ensure that incidents with the highest business impact are resolved first

To encourage a high level of collaboration within and between teams

Customers, providers and documents

Information technology, people and processes

Information technology, networks and people

People, processes and customers