Service level manager

Service desk agent

Change authority

Problem analyst

Planning changes, assisting in communication, avoiding conflicts, and assigning resources

Selecting the right method, model or technique for identifying improvements

Tracking and managing improvement ideas from identification through to final action

Describing the services designed to meet the needs of a consumer group

Ask the user for their preferred resolution timeframe.

Assess the availability of the appropriate support team.

Use an agreed classification which is based on the business impact of the incident.

Create an order of incidents based on the dates and times when they were logged.

The review and authorization of a change requested by a customer

The implementation of a critical software patch in response to a vendor security Issue

The Installation of a software application in response to a service request

The replacement of a component in response to a major incident

Assessing and prioritizing improvement opportunities

Performing service reviews with customers

Providing good-quality updates when expected

Automating service requests to the greatest degree possible

Accurate and carefully analysed data

Details of how services are measured

A recent maturity assessment

An up-to-date balanced scorecard

An emergency change

A normal change

An application change

A standard change

They should be complex and detailed

They should be well-known and proven

They should include incident handling

They should be brief and simple

Single system-based metrics

Metrics for the percentage of uptime of a service

Operational metrics

Metrics linked to defined outcomes

The guiding principles

Governance

Practices

The four dimensions of service management