The value of a service

Governance

Total cost of ownership (TCO)

Key performance indicators (KPIs)

Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually
improve

Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the
momentum going?

Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check
the plan has been properly implemented; Improve the solution

What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get
there?; How do we keep the momentum going?

Measurement, methods and metrics

Service design package

Service portfolio design

Process definitions

Be accountable for the outcome of an activity

Perform an activity

Be kept up-to-date on the progress of an activity

Manage an activity

It is a secure library in which the latest versions of authorized software items are stored and protected

It is a structured document with definitive information regarding all live IT services, including those
available for deployment

It is a secure library in which all definitive authorized versions of all media configuration items are
stored and protected

It is a set of tools and databases that is used to manage knowledge, information and data

Operational level agreement (OLA)

Capacity plan

Service level agreement (SLA)

SLA monitoring chart (SLAM)

Customer level

Service level

Corporate level

Configuration level

Notifying more senior levels of management about an incident

Passing an incident to people with a greater level of technical skill

Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

Failing to meet the incident resolution times specified in a service level agreement