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Service level agreements

Inputs, outputs and triggers

Opportunity, demand and value

Service desk

Focus on value

Think and work holistically

Optimize and automate

Collaborate and promote

It is maintained by the service desk and updated with the details of each new incident

It is a part of the configuration management database (CMDB) and contains workarounds

It is maintained by problem management and is used by the service desk to help resolve incidents

It is maintained by incident management and contains solutions to be implemented by problem

management

What is the vision?

How do we get there?

Take action

Did we get there?

protect

store

audit

provide

Focus on value

Start where you are

Collaborate and promote visibility

Progress iteratively with feedback

It allows higher volumes of successful change

It reduces unplanned costs through optimized handling of service outages

It reduces the duration and frequency of service outages

It enables the service provider to understand what levels of service will make their customers successful

To protect the organization’s information

To handle user-initiated service requests

To make new and changed services available for use

To move hardware and software to live environments

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

A possible event that could cause harm or loss, or make it more difficult to achieve objectives

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

A tangible or intangible deliverable of an activity

Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings