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

To be the entry point and single point of contact for the service provider with all of its users

To support the agreed quality of a service by handling all pre-defined, user-initiated service requests

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

'focus on value' guiding principle

service value system

'service request management' practice

four dimensions of service management

An unplanned interruption to a service, or reduction in the quality of a service

A cause, or potential cause, of one or more incidents

A problem that has been analyzed and has not been resolved

Any change of state that has significance for the management of a service or other configuration item (CI)

A current state assessment that is carried out at the start of an improvement initiative

The identification of all interested parts at the start of an improvement initiative

An improvement initiative that is broken into a number of manageable sections

An assessment of how all the parts of an organization will affect an improvement initiative