Service management

(modified)

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

(unchanged)

Analysing and proactively managing business demand for new services or modifications to existing service features or volumes.

(unchanged)

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

(modified)

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

(unchanged)

Developing, implementing and testing a business continuity framework.

(modified)

Coordinating responses to a diverse range of incidents to minimise negative impacts and quickly restore services.

(modified)

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

(modified)

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

(unchanged)

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

(modified)

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

(unchanged)

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