collaborative relationships with key suppliers to uncover and realize new value and reduce the risk of failure.”
Service management (not just ITSM) practices
14 general management practices, 17 service management practices, & 3 technical management practices.
There are 17 service management practices:
Availability management – “The purpose of the availability management practice is to ensure that services deliver the agreed levels of availability to meet the needs of customers and users.”
Business analysis – “The purpose of the business analysis practice is to analyze a part or the entirety of a business, define its needs, and recommend solutions to address these needs and/or solve a business problem. The solutions must facilitate value creation for the stakeholders. Business analysis enables an organization to communicate its needs in a meaningful way and express the rationale for change. This practice enables an organization to design and describe solutions that enable value creation, in alignment with the organization’s objectives.”
Capacity and performance management – “The purpose of the capacity and performance management practice is to ensure that services achieve the agreed and expected levels of performance and satisfy current and future demand in a cost-effective way.”
Change enablement – “The purpose of the change enablement practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.”
Incident management – “The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.”
IT asset management – “The purpose of the IT asset management practice is to plan and manage the full lifecycle of all IT assets, to help the organization: maximize value; control costs; manage risks; support decision-making about the purchase, re-use, retirement, and disposal of IT assets; and meet regulatory and contractual requirements.”
Monitoring and event management – “The purpose of the monitoring and event management practice is to support the normal operation of service components by observing, analyzing, and appropriately responding to changes of state in those components.”
Problem management – “The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.”
Release management – “The purpose of the release management practice is to make new and changed services and features available for use.”
Service catalog management – “The purpose of service catalogue management practice is to provide a single source of consistent information on all services and service offerings, and to ensure that it is available to the relevant audience.”
Service configuration management – “The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the