Service management

Agreeing targets for service levels and assessing, monitoring, and managing the delivery of services against the targets.

Providing a source of consistent information about available services and products to customers and users.

Ensuring that services deliver agreed levels of availability to meet the current and future needs of the business.

Ensuring that service components have the capacity and performance to meet current and planned business needs.

Coordinating responses to incident reports, minimising negative impacts and restoring service as quickly as possible.

Managing the life cycle of all problems that have occurred or could occur in delivering a service.

Assessing risks associated with proposed changes and ensuring changes to products, services or systems are controlled and coordinated.

Managing the full life cycle of assets from acquisition, operation, maintenance to disposal.

Managing the process to obtain formal confirmation that service acceptance criteria have been met.