Be accountable for the outcome of an activity

Perform an activity

Be kept up-to-date on the progress of an activity

Manage an activity

To establish trends for use in problem management and other IT service management (ITSM) activities

To ensure service levels are met and breaches of agreements are avoided

To enable the incident management database to be partitioned for greater efficiency

To identify whether the user is entitled to log an incident for this particular service

Job descriptions

Functions

Teams

Roles, people or groups

Functions

Maturity and cost

The end-to-end service

Infrastructure availability

The design of the service portfolio, including the service catalogue

The design of new or changed services

The design of market spaces

The design of the technology architectures

Service design: Design the processes

Service strategy: Develop the offerings

Service transition: Plan and prepare for deployment

Service operation: IT operations management

To ensure that a service can be managed and operated in accordance with constraints specified during design

To design and develop capabilities for service management

To provide good-quality knowledge and information about services

To plan the resources required to manage a release

2 and 3 only

2 and 4 only

1 and 3 only

All of the above

Knowledge

Information

Wisdom

Data

1, 2 and 3 only

1, 3 and 4 only

2, 3 and 4 only

All of the above