A capacity database

A definitive media library

A request for change

A known error database

IT services and components

IT services and business processes

Components and business processes

IT services, components and business processes

Human resource model

Configuration baseline

Service model

RACI matrix

Demand management

Incident management

Release and deployment management

Request fulfilment

To identify patterns of business activity

To ensure high levels of customer satisfaction

To secure funding to manage the provision of services

To ensure strategic plans for IT services exist

To provide information to users about what services are available and how to request them

To update the service catalogue with services that may be requested through the service desk

To provide a channel for users to request and receive standard services

To source and deliver the components of standard services that have been requested

Change management

Service catalogue management

Supplier management

Release and deployment management

Availability management

Capacity management

Design coordination

Release management

To maintain user satisfaction with the quality of IT services

To detect changes of state that have significance for management of an IT ser vice

To provided a channel for users to receive standard services that they are expecting

To minimize the impact of incidents due to service failures that cannot be prevented

The process owner, process policy and set of process activities

The service owner, service level agreement and set of process procedures

The policy owner, operational level agreement and set of process steps

The service manager, service contract and set of work instructions