Focus on value

Start where you are

Collaborate and promote visibility

Keep it simple and practical

It enables effective stakeholder management

It provides shared service expectations

It removes constraints from the customer

It enables a common definition of value

Asking questions that appear to be stupid

Identifying what is available to be leveraged

Building something completely new

Collecting data directly from the source

To protect the information needed by the organization to conduct its business

To make new and changed services and features available for use

To move new or changed components to live environments

To plan and manage the full lifecycle of all IT assets.

A request for normal operation to be restored

A request to implement a security patch

A request tor access to a file

A request to investigate the cause of an incident

Service request management

Incident management

Service desk

Change enablement

A full assessment should be completed each time the change is implemented

The change can be implemented with less testing if necessary

The appropriate change authority should be assigned to each type of change

The change does not require additional authorization

Service level management

Relationship management

Service desk

Monitoring and event management

Incident management and service request management

Service request management and deployment management

Deployment management and change enablement

Change enablement and incident management

Target resolution times

Escalating all incidents to support teams

Collaboration between teams

Detailed procedural steps for incident investigation