PRACTICES PLAN IMPROVE ENGAGE DESIGN & TRANSITION OBTAIN/BUILD DELIVER & SUPPORT

CONTINUAL IMPROVEMENT
The continual improvement practices is
applied to planning activities, methods and
techniques to make sure they are relevant to
the organization's current objectives and
context
The continual improvement each of the value chain activities are subject to continual improvement, and the continual improvement practice is applied to all of
practice is key to this value them
chain activity. It structure
resources and activities enabling
improvement at all levels of the
organization and the SVS

CHANGE CONTROL changes to product and service portfolios, many improvement will require customers and users may need many changes are initiated as a changes to components are changes may have an impact on
policies and practices all require certain level changes to be made and these to be consulted or informed result of new or changed subject to change control, delivery and supprot,and
of control and the change control practice is should be assessed and about changes depending on services, change control activity whether they are build in information about changes must be
used to provide it authorized in the same way as the nature of the change. is a major contributor to house or obtained from communicated to personal who
the other changes transition suppliers carried out this value chain activity.
These people may also play a part in
assessing an authorizing changes.
INCIDENT MANAGEMENT incident records are a key input incident are visible to users
incident may occur in test incident may occur in incident management makes a
to improvement activities and and significant incidents are
environments, as well as service development environments. significant contribution to
are prioritized both in terms of also visible to customers
release and deployment. incident management supprt.deliver and support value
incident frequent and severity. Incident management practice practice ensures these chain activity includes resolving
ensures these incidents are incidents are resolved in incidents and problems.
resolved in timely and timely and controlled
controlled manner. manner.
PROBLEM MANAGEMENT effective problem management problems that have significant problem management provides problem management problem management makes a
provides the understanding impact on the services will be information that helps to activities may identify significant contribution by
needed to reduce the number of visible to customers and users improve testing and knowledge product defects that are preventing incident reputation and
incident and the impact of transfer. then managed as part of this supporting timely incident
incident that can not be value chain activity. resolution.
prevented
SERVICE DESK service desk activities are service desk is the main the service desk provides a service desk staff can be service desk is the coordination
constantly monitored and channel for tactical and channel for communicating for involved in acquiring service point for managing incidents and
evaluated to support continual operational engagement with users about new and change components used to fulfill service requests.
improvement,allignment and users services. Service desk staff service requests and resolve
value creation. Feedback from participate in release planning, incidents.
users is collected by the service testing and early life support.
desk to support continual
improvement
SERVICE LEVEL MANAGEMENT service level management supports planning service level management can service level management service level management service level management service level management
of product and service portfolio and service be a driving force for the service ensures ongoing engagement provides and input to the design provides objectives for communicate service performance
offering with information about the actual improvement with customer and user and development of new and components and service objectives to the operations and
service performance and trends through feedback processing changed services. performance, as well as support teams and collects their
and continual service review measurements and feedback as an input for service
repotting capabilities of the improvement.
products and the services.
SERVICE REQUEST MANAGEMENT service request management service request management standard changes to services the fulfillment of service service request management makes
can provide a channel for includes regular can be initiated and fulfilled as requests may require a significant contribution to normal
improvement initiatives, communication to collect user service requests. acquisition of preapproved service delivery. This activity of the
compliments and complaints specific requrements, set service components. value chain is mostly concern with
from users. It also contributes to expectations and to provides ensuring users continue to be
improvement by providing status updates productive, and sometimes heavily
trend, quality and feedback depends on fulfillment of their
information about fulfillment of requests.
request