Service desk

Problem management

Incident management

Change control

Problem identification, problem control, error control

Problem analysis, error identification, incident resolution

Problem logging, problem classification, problem resolution

Incident management, problem management, change control

Trend analysis shows a large number of similar incidents

A user requests delivery of a laptop

A monitoring tool detects a change of state for a service

' Continual improvement ' needs to prioritize an improvement opportunity

How to apply the systems approach of the guiding principle think and work holistically

Services based on one or more products, designed to address needs of a target consumer group

How all the components and activities of the organization work together as a system to enable value creation

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

Emergency changes are low risk and well understood

Authorization of emergency changes may be deferred until after implementation

It is necessary to complete all documentation before an emergency charge is implemented

Emergency changes are not usually recorded in the change schedule

As an event

As a problem

As a service request

As a change request

Investor and consumer

Investor and supplier

Consumer and provider

Provider and supplier

Change control

Continual improvement

Problem management

Service desk

Continual improvement

Service level management

Service desk

Problem management

Progress iteratively with feedback

Keep is simple and practical

Start where you are

Focus on value