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Service request management

Service level management

Incident management

Change management

It ensures a shared understanding of the current status and vision for all products and services across the organization

It ensures that services are delivered and supported according to agreed specifications and stakeholders expectations

It ensures that service components are available when and where they are needed, and meet agreed specifications

It ensures continual improvement of products, services, and practices across all value chain activities

Governance

Service value chain

Guiding principles

Practices

Restoration of normal service operation as quickly as possible

Prioritization of problems based on the risk that they pose

Authorization of changes to resolve the cause of problems.

Resolution of incidents in a time that meet customer expectations