Meeting expectations for quality, costs and time-to-market

Ensuring the continual improvement of services

Ensuring that the organization ' s vision is understood

Providing transparency and good relationships

Incident analysis skills

Technical skills

Problem resolution skills

Supplier management skills

A high-risk change that needs very thorough assessment

A change that is typically implemented as a service request

A change that must be implemented as soon as possible

A change that needs to be scheduled, assessed and authorized following a defined process

The removal of anything that could have a direct or indirect effect on services

Any component that needs to be managed in order to deliver a service

A request from a user that initiates a service action

Any financially valuable component that can contribute to delivery of an IT product or service

Service configuration management

Problem management

Service level management

Change control

Each iteration should be designed before starting the initiative and implemented without feedback

Feedback should only be taken into account when one iteration fails to meet its objective

Feedback should be reduced for large improvements as it is unlikely that circumstances will change

Each iteration should be continually re-evaluated based on feedback

Monitoring and event management

Service level management

Change enablement

Service desk

It should be written in legal language

It should be simply written and easy to understand

It should be based on the service provider’s view of the service

It should relate to simple operational metrics

Change

Event

Known error

Problem

Considering the existing organizational assets before building something new

Integrating an organization’s activities to deliver value

Eliminating unnecessary steps to deliver valuable outcomes

Breaking down large initiative into smaller pieces of work