Service consumer

Customer

User

Sponsor

Engage

Obtain/build

Plan

Improve

Design and transition

Deliver and support

Plan

Obtain/build

Service level management

Relationship management

Continual improvement

Service desk

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

Improvement ideas are documented, assessed and prioritized

Improvement ideas from many sources are kept in a single CIR

Improvement ideas that are not being actioned immediately are removed from the CIR

Improvement ideas are tested, funded and agreed

Incident management

Continual improvement

Service request management

Problem management

They should be complex and detailed

They should be well-known and proven

They should include incident handling

They should be brief and simple

Use a new method for each improvement the organization handles

Select a few key methods for the types of improvement that the organization handles

Build the capability to use as many improvement methods as possible

Select a single method for all improvements that the organization handles

Service providers are able to respond more quickly to customer needs

Bottlenecks in the service provider ' s workflow are identified.

The complexities of the service provider ' s IT systems are identified.

The service provider gains a better understanding of the customer experience.