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Measuring the performance over the first six months, and basing a solution on the results

Asking customers to provide numerical targets that meet their needs

Using operational data to provide detailed service reports

Asking customers open questions to establish their requirements

To protect the organization’s information

To handle user-initiated service requests

To make new and changed services available for use

To move hardware and software to live environments

It determines the priority assigned to the incident

It determines how the service provider is perceived

It helps direct the incident to the correct support area

It ensures that incidents are resolved in timescales agreed with the customer

The degradation of a service

The replacement of a toner cartridge

The provision of a laptop

A complaint about a support team

Management information systems and tools

Risk analysis and management approach

Management policy for business case creation

Corporate governance and policy

It should always be used to support direct observation

It should always be used instead of direct observation

Measured data is always more accurate than direct observation

The act of measuring always positively impacts results

Inputs, outputs and triggers

Work instructions, procedures and roles

Resources, capabilities and metrics

Process owner, policy and objectives

It is performed by customers using a mix of IT systems, services and processes

It is performed by IT service providers using a mix of suppliers and their products

It is performed by the service desk using a mix of people, process and technology

It is performed by IT service providers using a mix of people, process and technology

Focus on value

Think and work holistically

Optimize and automate

Collaborate and promote

Organizations and people

Value streams and processes

Information and technology

Partners and suppliers