Service requirement

Service agreement

Service consumption

Service provision

Self-service tools

Compliments and complaints

Processes and procedures

Incident management

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

It allows higher volumes of successful change

It reduces unplanned costs through optimized handling of service outages

It reduces the duration and frequency of service outages

It enables the service provider to understand what levels of service will make their customers successful

Service requests that cannot be automated should be handled as incidents

Service requests and their fulfillment should be automated as much as possible

Service requests that cannot be automated should be handled as problems

Service requests and their fulfillment should be carried out by service desk staff without automation

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

It should have a workaround to reduce the impact

It should be prioritized based on its potential impact and probability

It should be resolved so that it can be closed

It should be diagnosed to identify possible solutions

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

To capture demand for incident resolution and service requests

To set clear business-based targets for service performance

To maximize the number of successful IT changes by ensuring risks are properly assessed

Value streams and processes

Partners and suppliers

Information and technology

Organizations and people

Start where you are

Think and work holistically

Keep it simple and practical

Progress iteratively with feedback