c
  c

mY Provide a SPOC to the user

mY Macilitate restoration of normal operational service with minimal business impact on customer within agreed service levels &business priorities
mY educe costs by efficient use of resources
mY ao keep the customers & users informed
mY ao develop a strong relationship with users ensuring a long term customer retention & satisfaction
mY egister & manage strategic information on cost of ownership & user needs

  


mY estore normal service operation asap
mY ¦inimize adverse impact on business operations
mY ‘nsuring that best possible levels of service quality & availability are maintained

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mY ¦inimize adverse impact on business of incidents & problems
PY y implementing workarounds
PY y preventing recurrence of incidents
PY y implementing through change mgmt, changes to the infrastructure to correct ‘rrors

 


mY ‘nsure that all changes are approved by the correct parties and following the right evaluation
mY Control the impact and risk of changes
mY mprove the day to day coordination of the organization

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mY Safeguard & stabilize the production environment
PY an wild & uncoordinated changes
PY ¦anage procedures for traceability of changes (DSL/DHS)
PY ¦anage rollouts
PY ¦anage test requirements to meet quality objectives before entering into production
PY Control consequences of the changes (users, test, environment, documentation)
PY Munnel changes into releases; build releases


 


mY Provide useful correct & uptodate information on all aspects of the configuration to all other processes & management
mY nformation
PY ÿseful : only information which is used and in the right format
PY Correct : guarantee reliability of information stored and used
PY ÿptodate : keep track of all changes

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mY Plan & manage the right resources to be available at the right time & at right cost
mY Optimize usage of installed resources
mY ¦onitor & manage performance

  


mY Plan and manage future availability of services as required by the business by guaranteeing that
PY Service is delivered by reliable Cis
PY ull Cis are sufficiently supported by internal or external parties
PY ahe a infrastructure is monitored on shortcomings and improvements are implemented
PY ¦easures are taken to minimize the impact of failures

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mY Safeguard the value of information following business requirements and citicality by managing its
PY Confidentiality
PY ntegrity
PY uvailability

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mY Support overall usiness Continuity ¦gmt by ensuring that the necessary a facilities & services will be available in the event of a disaster
PY y guaranteeing their availability in the event of the disaster
PY y guaranteeing that a services can be recovered within agreed service times




mY Plan & manage cost and revenue of a assets and resources in relation to the services delivered to customers to be able to
PY Support service (level) negotiations
PY uccount fully for expenditures
PY Support investment and other mgmt decisions with financial intelligence
PY ecover cost/make profit

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mY agree on the cost-justifiable level of service required to effectively support the business
mY maintain & improve service levels as required by business by constantly
PY planning achievement of service levels
PY monitoring service levels
PY instigating actions to eradictate poor service levels
PY reporting on service levels and checking satisfaction