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CA ServiCe MAnAgeMentProCeSS MAPS

InformedDecisions

Fulfillment

Approval(Financial, Compliance)

Capture Info.

Prevent andEliminateProblems

Record

Resolve

Monitor / Track

Service Request(Incl. Self-Service)

Access Request

Verify

ProblemControl

KnownErrors

Record

Review/Action

Select Response

Filter /Correlate

Detect(Incl. Fault Detection)

Raise Incident

Investigate

Diagnose

Escalate

Resolve/Recover

Work Around

RestoreService

DeliverStandardized

Services

Automateand Control

SecureService Access

ErrorControl

ExecutivePolicy

ProvideRights

Transfer/Disseminate

Store Info.

DemandManagement

Transformto Usable

Knowledge

FinancialManagement

Service PortfolioManagement

DO

CHECK

PLAN

ACT

ProblemManagement

ProblemManagement

KnowledgeManagement

KnowledgeManagement

AccessManagement

AccessManagement

RequestFulfillment

RequestFulfillment

IncidentManagement

IncidentManagement

EventManagement

EventManagement

request Fulfillment

request Fulfilment is the process of dealing with service requests from users. objectives include: providing a channel for standard services; providing information on the availability of services; to source and deliver standard service components; provide general information.

ProCeSS ACtivitieS ProCeSS AUtoMAtion

Service request (incl. self-service) CA Service Desk Mgr; CA Service Catalog

record CA Service Catalog

Approval CA Service Catalog

Fulfillment CA Service Catalog; CA Service Desk Mgr; CA CMDB; CA IT Client Mgr; CA Identity Mgr

input:• Helpdeskcallorself-servicerequest• ConfigurationManagementSystem (CMS)

output:• Requestfulfilled(e.g.hardwaredispatched,passwordreset)• Usersatisfactionreports

Key Process relationships and integrationService Desk/incident Management — as a centralpointforhandlingservicerequestsService Asset and Configuration Management—toupdateCMSwith upgradedcomponentsrelease Management—distribute softwareandhardware

incident Management

incident Management restores normal service operation as quickly as possible and mini-mizes the adverse impact on business operations.


raise incident and record CANSM;CASPECTRUM;CAeHealth; CAWily;CAInsight;CAServiceDeskMgr

investigate and diagnose (classify and prioritize) CA Service Desk Mgr; CA CMDB

escalate CA Service Desk Mgr

resolve / recover (workaround)CA Service Desk Mgr; CA Data Center AutomationMgr;CAITClientMgr

input:• IncidentdetailssourcedfromServiceDesk, Networks,OperationsandSecurity• ConfigurationdetailsfromCMDB• Responsefromincidentmatchingagainst problemsandknownerrors• Resolutiondetails

output:• Resolvedandclosedincidents• Communicationtoend-usersand customersandmanagementreports

Key Process relationships and integrationincident Management—suppliesProblemManagementwithdetailedincidentrecordsService Level Management (SLM) — incidentsandproblemsinfluencethe qualityofITservicesprovidedbySLMChange Management—allsolutionsandworkaroundsareimplementedviaRFC

event Management

event management detects events, analyzes them and determines the correct Management action. it provides the entry point for the execution of many Serviceoperation processes and activities.


Detect (incl. fault detection)CASPECTRUM;CAeHealth;CANSM; CAWilyAPM;CAInsight

Filter and correlateCASPECTRUM;CAeHealth;CAWilyAPM;CANSM;CASecurityCommandCenter; CA CMDB

Select response CA Service Desk Mgr; CA IT Client Mgr

review and action CA Service Desk Mgr; CA Data Center Automation

input:• Eventtriggersinclude:CIperformance, completionoftaskorjob,useraccess toapplication

output:• RequestforChange• UpdatedCMDB

Key Process relationships and integrationincident, Problem and Change Management—foreventsthatrepresent asituationtobehandledbyappropriate responsesService Asset and Configuration Management—useseventstodetermine CIstatus

Problem Management

Problem Management is responsible for the control of the lifecycle of all problems. it’s primary objective is to prevent problems and incidents, eliminate repeating incidents and minimize the impact of incidents that cannot be prevented.


Problem control CA Service Desk Mgr; CA CMDB

error control CA Service Desk Mgr; CA CMDB

Proactive problem management CA Service Desk Mgr; CA CMDB

Management reporting and problem reviews

CA Service Desk Mgr

input:• RFC’sfromtheProblemManagement processorsubmittedindependently• CMDB• ForwardScheduleofChange(FSC)

output:• UpdatedForwardScheduleofChange• FilteredRFC’sandapprovedRFC’s• CABminutesandactionplans• ChangeManagementreports

Key Process relationships and integrationincident Management—suppliesProblemManagementwithdetailedincidentrecordsService Asset and Configuration Management—usestheCMStoidentifywrongCI’sandtodeterminetheimpactofproblemsandsolutionsChange Management—allsolutionsandworkaroundsareimplementedviaRFC

transition Planning and Support

transition Planning and Support include: planning and coordinating resources to ensure specifications for the service design are realized, and starting with the transition phase, identify, manage and limit risks that could interrupt the service.


Develop strategy CAProjectPortfolioManagement(PPM)

Preparation and planning CA Service Desk Mgr; CA CMDB

Knowledge transfer CA Service Desk Mgr; CA CMDB

Monitor and report CA Service Desk Mgr

input:• AuthorizedRequestForChange(RFC)• ServiceDesignPackage• Releasepackagedefinitionanddesign specification• Serviceacceptancecriteria

output:• Transitionstrategy• Integratedsetofservicetransitionplans

Key Process relationships and integrationChange Management—implementsallchangestoservicesService Asset and Configuration Management—Serviceconfigurations readyfortransition

Knowledge Management

Knowledge Management improves the quality of the (management’s) decision making process by ensuring that reliable and secure information is available during the service lifecycle.


Capture informationCACMDB;CACohesion;CASPECTRUM;CAeHealth;externalsystems (e.g.HRMS,ERP)

Store information CAServiceDeskMgr(Knowledge Management);CACMDB

transform to usable knowledge CA Service Desk Mgr; CA Service Catalog

transfer / disseminate CA Service Desk Mgr; CA IT Asset Mgr

input:• Frontlinesupportstafftocapture knowledge• Documents,eventsandalerts

output:• ServiceKnowledgeManagement Base

Key Process relationships and integrationincident Management—providepoint ofcaptureforeverydayITService Managementdata.Problem Management—keyusersof collectedknowledge

Access Management

Access management grants authorized users the right to use a service, while preventing access to non-authorized users.


Access request / verify CA Service Desk Mgr; CA Service Catalog; CASingleSign-on

Provide rights / execute policyCA Access Control; CA Identity Mgr; CAFederationMgr;CASiteMinder®Web Access Mgr; CA Directory

error control CASecurityCommandCenter

Monitor / track CASecurityComplianceMgr;CAAudit

input:• Securitypoliciesandguidelines• AnRFC/servicerequest• HRManagementsystemrequests

output:• Updatedsecurityaccessrights• Securityreports

Key Process relationships and integrationChange Management—controlsthe actualrequestforserviceaccessrequest Fulfillment—usuallyinitiatedthroughtheservicedeskandprovidingself-servicerelatedfunctionalityand workflow(e.g.employeeonboarding,passwordresets)

Service DesignTheServiceDesignprocessmapprovidesguidance fordesigninganddevelopingofservicesandservicemanagementprocesses,andcoversdesignprinciplesandmethodsforconvertingstrategicobjectivesintoportfoliosofservicesandserviceassets.

OrganizationsshoulduseguidanceprovidedinServiceDesigntofirstreviewwhichelementsofthesepro-cessestheyhaveinplace,beforetryingtochangeandimprovedesigncapabilitiesforservicemanagement.

Service LevelManagementService LevelManagement

IT Service Continuity

Management

IT Service Continuity

Management

CapacityManagement

CapacityManagement

Info. SecurityManagementInfo. SecurityManagement

AvailabilityManagementAvailability

Management

Service CatalogManagement

Service CatalogManagement

DemandManagement


FinancialManagement

Reviewand Audit

ManageSecurity Incidents

OptimizeAvailability

Mitigate Risk

MonitorServices

Methods/Techniques

DocumentService

Definition

Build CatalogContents

BusinessServiceViews

TechnicalServiceViews

PublishLive Services

ReportAchievements

ManageIssues

CatalogOperational

Services

MonitorPerformance

Design SLAFramework

ReviseSLAs / OLAs

Meet BusinessRequirements

ServiceReview

CustomerSatisfaction

DetermineVulnerabilities

Assess Risk

Build

Test

MaintainBusinessServices

SpecifyContinuity

Requirements

MonitorDemand

Adjust and Tune

DeliverRequiredResources

Analyze

Test

ProactiveManagement

AnalyzePerformance

Build Plan

ForecastRequirements

Set SecurityControls

Assess &Classify Assets

MaintainPolicy

Model/Trend

DO

CHECK

PLAN

ACT

Prioritize

BuildSchedule

ImpactAnalysis

Execute(Emergency/Standard)

Schedule Change

CAB Review

Evaluation/Decision

RFCAnalysis

Categorize

Planning

Preparation

DevelopStrategy

Preparationand Planning

KnowledgeTransfer

Monitorand Report

ManageBuild/Release

FinancialManagement

DemandManagement


Deploy

Verify

PerformTests

Validate &Verify

AdoptBest Practices

EnsureReleaseValue

Report/Closure

AssureQuality

Audit

StatusReports

Maintain AccurateService Configurations

CoordinateResources

BusinessResponsiveness

ConfigurationControl

IdentifyConfigurations

Manageand Plan

DO

CHECK

PLAN

ACT

TransitionPlanning and

Support

TransitionPlanning and

Support

Release andDeployment

Management

Release andDeployment

Management

ChangeManagement

ChangeManagement

Service Asset andConfigurationManagement

Service Asset andConfigurationManagement

ServiceValidation

and Testing

ServiceValidation

and Testing

Change Management

Change Management ensures that standardized methods and procedures are used for the efficient and prompt handling of all changes in order to minimize the impact of any related incident upon service.


request For Change (rFC) analysis CA Service Desk Mgr; CA CMDB

Prioritize and categorize CA Service Desk Mgr; CA CMDB;CAClarityDemand/PortfolioMgr

Build schedule and impact analysis CA Service Desk Mgr

evaluation/Decision by Change Advisory Board (CAB) CA Service Desk Mgr

Schedule change CA Service Desk Mgr

input:• RFC’sfromtheProblemManagement processorsubmittedindependently• CMDB• ForwardScheduleofChange(FSC)output:• UpdatedForwardScheduleofChange• FilteredRFC’sandapprovedRFC’s• CABminutesandactionplans

Key Process relationships and integrationincident Management—RFCtoreduce effectsofincidentsProblem Management—RFCtoreduce effectsofsolutionsorworkaroundsrelease and Deployment Management — developmentanddistributionofanewsetofsoftwareapplicationsorhardwareviaRFC.

Service Asset and Configuration Management

Service Asset and Configuration Management provides a logical model of the it infrastructure . in this model the it services are related to the different it components needed to supply these service.


Manage and plan CACMDB;CACohesion

identify configurations CACMDB;CACohesion;CADataCenterAutomation

Configuration control CAServiceDeskMgr;CASoftwareChangeMgr;CAITClientMgr

Status reports and audit CA Service Desk Mgr; CASoftwareComplianceMgr

input:• RFC’s• UpdatestoConfigurationItem’s(CI) andnewassets

output:• UpdatedConfigurationManagement

System(CMS)

Key Process relationships and integrationChange Management —forbusiness impactanalysisFinancial Management—forcosts, depreciation,maintenanceandrepairsAvailability Management—tohelp determinepoints-of-failure

Service validation and testing

Service validation and testing provides services that add value to customers and their business.


Adopt best practices CAServiceDeskMgr;CASoftwareChangeMgr

validate and verify CA Service Desk Mgr; CA CMDB; CASoftwareChangeMgr

Perform tests CA Service Desk Mgr; CA CMDB; CA IT Client Mgr

reporting CA Service Desk Mgr; CA CMDB

input:• Servicelevelpackage• Servicedesignpackage• Releaseanddeploymentpackage• Acceptancecriteria/RFC’s

output:• Configurationbaselines• Testingresultsandanalysis• Incidents,problemsanderrors• Informationandknowledge

Key Process relationships and integrationincident and Problem Management — managingissuesarsingfromservice testingService Asset and Configuration Management—capturestesting configurationbaselinesandincorporates in CMS

release and Deployment Management

release and Deployment Management is to deploy releases into production and establish effective use of the service in order to deliver value to the customer and be able to hand over to service operations.


Planning and preparation CASoftwareChangeMgr

Manage build / release CASoftwareChangeMgr;CACMDB

Deploy CASoftwareChangeMgr;CAITAssetMgr;CADataCenterAutomationMgr

verify CAServiceDeskMgr;CASPECTRUM; CANSM;CAeHealth;CAWilyAPM

input:• AuthorizedRFC• ServicePackageincludingservicemodel• Procurementplans,standardsand catalogs• Buildmodels;releasepolicy

output:• Releaseanddeploymentplans• Updatedservicecatalog• Newtestedservicecapability

Key Process relationships and integrationChange Management—initiatesprocessbyprovidinganauthorizedRFCService Asset and Configuration Management—throughoutthedeploymentprocessupdatesCIstatusandtheCMSKnowledge Management / Service Desk — knownerrorinformationofchangedservicecapturedinSKMSandmadeavailabletoService Desk

Service Catalog Management

Service Catalog Management is the development and upkeep of a service catalog that contains all accurate details, the status, possible interactions and mutual dependencies of all current services and those being prepared to run operationally.


Service portfolio management CA Clarity

Build catalog contents CA Service Catalog

Business service views CA Clarity PPM; CA CMDB

technical service views CACMDB;CACohesion;CAITClientMg

Publish live services CA Service Catalog

input:• BusinessandITstrategyandplans• Businessimpactanalysis• Serviceportfolio• CMS

output:• Documentationandagreementofa“definitionoftheservice”• Updatedserviceportfolioandcatalog

Key Process relationships and integrationService Portfolio Management — to agree Contentsofportfolio&catalogitSCM —businessdependenciesand processesService Asset and Configuration Management—servicedependencies, componentsandCI’sService Level Management—businessalignment

Availability Management

Availability Management ensures that the level of service availability delivered in all services is matched to or exceeds the current and future the agreed needs of the business in a cost effective manner.


Monitor services CANSM;CASPECTRUM;CAeHealth; CAInsightDatabasePerformance

Methods and techniques CA Service Desk Mgr; CA CMDB

Analyse and test CA Wily APM; CA Service Metric Analysis;

Proactive management CA Service Desk Mgr; CA Access Control; CADataCenterAutomation

input:• Businessavailabilityrequirements, riskandimpactanalysis• Serviceinformationfromservice portfolio,servicecatalogandSLM processes

output:• Availabilityimprovementplans• Availability/recoverydesigncriteria• Reportonachievedavailability,

reliabilityandmaintainability

Key Process relationships and integrationService Asset and Configuration Management—usestheCMStoidentifywrongCI’sandtodeterminetheimpactofproblemsandsolutions.Service Level Management —assistsSLMindeterminingtheavailabilityobjectives.Capacity Management—suppliesinfor-mationonchangesincapacitythateffectsavailability.

Service Level Management

Service Level Management ensures that an agreed level of it service is provided for all current it services, and that future services are delivered to agreed achievable targets.


Design SLA framework CA Service Catalog; CA Service Desk Mgr

Monitor performance and customer satisfaction

CANSM;CASPECTRUM;CAeHealth; CA Wily APM; CA Access Control;

Service review and revise SLAs and operational Level Agreements (oLA)

CANSM;CASPECTRUM;CAWilyAPM; CASoftwareComplianceMgr

Monitor issues CA Service Metric Analysis

report achievements CA Service Desk Mgr; CA Service Metric Analysis

input:• Businessrequirements• Changeinformation• ConfigurationManagementSystemoutput:• Reportsdemonstratingperformance

againstSLA• Servicequalityandperformance

improvementplans

Key Process relationships and integrationChange Management—SLAcandefineagreementsforrespondingtochange.it Service Continuity Management — minimumrequiredservicelevelsincaseofanemergency.Financial Management—suppliescost associatedwithprovidingaservicetogetherwithchargingmethods.

Capacity Management

Capacity Management ensures that cost-justifiable it capacity in all areas of it always exist and is matched to the current and future agreed needs of the business in a timely manner.


Monitor Demand CA NSM; CA IT Asset Mgr; CA Storage ResourceMgr(SRM)

Build plan CAClarityServiceManagementandResourceManagement

Analyze performance CA Service Metric Analysis

Forecast requirements CAPerformanceManagement;CASRM

Model, trend, adjust and tune CA Service Desk Mgr; CA CMDB

input:• InformCapacityManagementabout incidentsduetocapacityproblems• Businesscapacityrequirements• Componentperformanceandcapacity information

output:• Capacityplan• Workloadanalysisandreports

Key Process relationships and integrationincident and Problem Management — providesdetailstodiagnoseorresolve capacityproblemsService Level Management—advisesSLMonthefeasibilityofservicelevelsAvailability Management—OutputofactivitiesisuseforCapacityplanning

information Security Management

information Security Management ensures the alignment of it and business security and that information security is managed effectively in all services and service management activities.


Maintain policy CA Access Control; CA Identity Mgr; CAOrchestriaDLP

Assess and classify assets CAPolicyandConfigurationMgr

Set security controls CAAccessControl;CAGRCMgr

Manage security incidents CASecurityCommandCenter; CA Service Desk Mgr

review and audit CAAudit;CANetworkForensics

input:• Businessstrategy,securitypolicies,and• ITandserviceinformation• Riskanalysis,eventsandSLAbreaches

output:• Informationsecuritymanagement

policy• Revisedsecurityriskassessment• Securitycontrols,auditsandreports

Key Process relationships and integrationincident and Problem Management — detailstodiagnoseandresolvesecurityissuesitSCM—reviewingimpactofbusinessriskService Level Management—security requirementsinSLR’sandSLA’sChange Management—determiningthe possibleimpactofchangesonsecurity

it Service Continuity Management

it Service Continuity Management (itSCM) assures and supports overall Business Continuity Management by ensuring that the required it technical and service facili-ties can be recovered within required and agreed upon business time-frames.


Determine vulnerabilitiesCANSM;CASPECTRUM;CAeHealth; CA Wily APM; CA IT Asset Mgr; CAStorageResourceMgr(SRM)

Assess risk CA Service Catalog; CA CMDB

Build CASRM;CAARCserveBackupOption; CAHighAvailability

test CA Service Desk Mgr; CA CMDB; CA SRM;CAARCserveBackupOption

input:• Businessimpactanalysis• Riskandvulnerabilityassessments• Businesscontinuitystrategyandplan

output:• Continuityplan• Recoveryplans• Riskreductionplans

Key Process relationships and integrationincident Management—provideshistoricaldetailsorstatisticsonITservicedeficienciesChange Management—ensurescurrencyandaccuracyoftheITcontinuityplansService Level Management—provides criticalinformationaboutITservice obligations

Service transitionTheServiceTransitionprocessmapshowstheprocesses associatedwithdevelopingandimprovingcapabili-tiesforthetransitionofnewandmodifiedservicestoproduction.ItdetailshowtherequirementsofServiceStrategyencodedinServiceDesignarerealizedin ServiceOperationwhilecontrollingtherisksoffailure.

Organizationsfocusedonmanagingthecomplexity relatedtotransitioningnewandchangedservices toproductionshouldcarefullystudytheguidance providedinthisITILphase.

DOCHECK

PLAN ACT

Key Process Relationship and Integration PointsRepresenttheintersectionswhereprocessesworktogether toimproveoveralleffectivenessandacceleratesuccess. Atthesepoints,processessupporteachother,sharinginfor-mationtoensuresompleteprocessoptimization.These intersectionsshowwhyprocessesshouldbeplanned together,andarepointswhereautomatedtechnologiesareextremelyvaluable.

Continual Service ImprovementTheDemingcontinuousimprovementcycleisthefoundationforallITILprocesses.Servicemanagementexcellenceisachievedbyelevatingupamaturity curve,enabledbyrigorousapplicationofPLAN-DO-CHECK-ACT.

CA CMDBAConfigurationManagementDatabase(CMDB)isacriticalelementofanITILimplementation.CACMDBprovidesasinglesourceoftruthaboutConfigurationIteminformationandtherelationshipsbetweenthem.

Service operationTheServiceOperationprocessmapshowsthe processesassociatedwithday-to-daysupport activitiesrequiredtodeliverandmanageservices atagreedlevelstoend-users.Itprovidesguidance onwaystomaintainstabilityinserviceoperations, toenablethebusinesstomeetitsobjectives,and effectivelyoptimizethecostandqualityofservices.

OrganizationsmusttakeacloselookatService Operation,asthisisthephasewherestrategic objectivesareeffectivelyrealizedwhenprocesses areinplace.

CMDB

AConfigurationManagementDatabase(CMDB)deliversgreatermanagementcontroloftheITenvironmentbyprovidingacomprehensiveviewofITserviceconfigurations.ACMDBisthecenterpieceofanITILimplementationandsupportsawiderangeofITILprocesses— includingChange,Incident,Problem,AvailabilityandCapacityManagement.ACMDBprovidesthe“singlesourceofthetruth”aboutthemappingofConfigurationItems(CIs)toeachotherandtotheITservicestheysupport.TheprimarytypesofinformationstoredwithinCMDBsareCIssuchasassets,policies,users,processesetc.,relationshipsandinter-dependences.

Federation and reconciliationACMDBemploysatechniquecalled`datafederation’thatcollectsinformationfromdisparate,typicallymulti-vendordatasourcesacrosstheenterprise.ThiscollectionofCIs,itsattributesandinter-relationshipinformationisprocessedthroughthefunctioncalled`reconciliation’whichidentifies,synchronizesandrationalizesdatatoprovideasingleaccurateinstanceofallCIsanditsattributes.

CA CMDB Provides Faster time-to-valueCACMDBspeedstime-to-valuebyprovidingtheindustry’smostcomprehensiveset ofcapabilities:• Pre-definedcontent,includingmorethan70relationshiptemplates.• Over140pre-definedCIclasses.• Multi-levelvisualizationwithpre-definedfilterssuchasbusinessserviceimpactanalysis

androotcause.• Comprehensivereportingandrapidimplementationbestpractices.• Uniqueversioningcapabilitythatenablesyoutoestablishbaselinesandstandards,manage

snapshotsandanalyzeCIsnapshotsagainstbaselines,milestones,standardsandchangeorders.• Auto-mappingrelationshipcapabilitiesthatautomaticallydiscoverCIsacrosstheinfra-

structureandpopulatestheirrelationshipintheCMDBrepository.

Service Desk

ThisfunctionoftheServiceDeskistoactasthecentralpointofcontactbetweenITand itsusers,handlingallincidents,inquiresandrequests.Itprovidesaninterfaceforallother ServiceOperationprocesses.

TheprimaryobjectivesoftheServiceDeskfunctionare:• ToserveasthesingleinterfaceforIT-relatedqueries,complaintsandservicesupportissues.• Toensuretimelyrestorationofservice,minimizingtheimpactofoutagesonbusinessactivities.• Toincreaseefficiencybyautomaticallyroutingincidentstotheappropriatepersonnel.• Toeffectivelyeliminaterootcauseanomaliesbymanagingtheproblemmanagementprocess.• Controlallaspectsofthechangemanagementprocessthroughthelifecycleofthechange

request.

Sample Critical Success Supporting Key Performance indicatorsensure long-term customer retention and satisfaction

•Percentofcustomersgivensatisfactionsurveys•Customersatisfactionratingofservicedesk•Percentofincidentrespondedtowithinagreed-upon responsetimes(SLAs)

•Numberofincidentsrecordednotyetclosed

reduce support costs by the efficient use of resources and technology

•Totalnumberofincidents•Percentofincidentsresolvedattheservicedeskwithout

escalation•Staffturnoverrate•Averagecostperincident•Numberandpercentagesofincidentsresolvedremotelywithoutrequiringavisit

How it Works

ITILv3iscomprisedoffivephases:• ServiceStrategy• ServiceDesign• ServiceTransition• ServiceOperation• ContinualServiceImprovement

AsIllustratedbelow,CAhascreatedthree processmaps—ServiceDesign,Service TransitionandServiceOperationssincemost processdiscussionsarefocusedaroundthese criticalphases.

Copyright © 2009 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. MP334980209

Service StrategyServiceStrategyisdepictedasatriangle,witheach ofthethreecornersrepresentingthestrategic controlsacrosstheservicelifecycle—Service PortfolioManagement,DemandManagementandFinancialManagement.

ca.com/itiL

Service Strategy ServiceStrategyiscriticaltotheoperationsandtacticsofServiceManagement,asitprovidesa frameworkfor• Designing,developingandimple-

mentingservicemanagementasastrategicresource

• Ensuringalignmentbetweencapabilitiesandserviceprovidedwithbusinessgoals.

Continual Service improvement

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