Workflow management and inventory systems

Communication systems and knowledge bases

Roles and responsibilities

Security and compliance

Relationship management

Continual improvement

Service configuration management

Service level management

To help an organization make good decisions

To direct and control an organization

To identify activities that an organization must perform in order to deliver a valuable service

To ensure that an organization’s performance continually meets stakeholders’ expectations

To ensure services achieve agreed and expected performance

To make new or changed services available for use

To move new or changed components to live environments

To set clear business-based targets for service performance

Use a new method for each improvement the organization handles

Select a few key methods for the types of improvement that the organization handles

Build the capability to use as many improvement methods as possible

Select a single method for all improvements that the organization handles

To obtain/build activity that ensures the service components are available when and where they are
needed and meet agreed specifications.

To ensure that all current and planned IT services are delivered to agreed achievable targets.

To establish and nurture the links between the organization and its stakeholders at strategic and tactical
levels.

To track and manage improvement ideas from identification to final action, organizations use a database
or structured document called a continual improvement register (CIR).

Change control

Problem management

Service level management

Continual improvement

Improve

Deliver and support

Engage

Obtain/build