1. Service Strategy

Provides guidance on how to design, develop and implement Service Management, not only as an organisational capability but also as a strategic asset.  Service strategy is about ensuring that organisations are in a position to handle the costs and risks associated with the services they deliver.  Decisions made with respect to Service Strategy have far-reaching consequences, including those with delayed effect.

2. Service Design

Provides guidance on how to design, develop services and Service Management processes.  Service Design covers design principles and methods for converting strategic objectives into portfolios of services and service assets.  Service Design guides organisations on how to develop design capabilities for Service Management.

3. Service Transition

It provides guidance on the transition of new and changed services into live operations.  It provides guidance on managing the complexity related to changes - preventing undesired consequences while allowing for innovation.

4. Service Operation

Provides guidance on achieving effectiveness and efficiency in the delivery and support of services to ensure value for money.  Guidance is provided on maintaining stability, fixing problems, scheduling operations, controlling demand and optimising capacity utilisation while allowing for changes from both the reactive and proactive perspectives.

5. Continual Service Improvement

Provides guidance on how to design, develop and implement Service Management, not only as an organisational capability but also as a strategic asset.