A change authority is assigned each time a standard change is requested

Emergency changes are authorized by the technician making the change

Assignment of the change authority is based on the charge type and model

The chance authority will ensure changes are authorized after they are deployed

Supplier management

Relationship management

Continual improvement

Service level management

Problems are not related to incidents.

Problems must be resolved quickly in order to restore normal business activity.

Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.

Problem prioritization involves risk assessment.

Coordinated authorities and responsibilities

Organizational silos

Interfaces among practices

Organizational agility

1 and 2

2 and 3

3 and 4

1 and 4

Plan

Engage

Obtain/build

Deliver and support

Start where you are

Think and work holistically

Keep it simple and practical

Progress iteratively with feedback

Any financially valuable component that contributes to a service

Any request from a user that is a normal part of service delivery

Any component that needs to be managed to deliver a service

Any change of state that has significance for the management of a service

Business objectives

Improvement plans

Assessment results

KPI reports

Focus on value

Keep it simple and practical

Start where you are

Progress interactively with feedback