The services need to be provided within a simple framework covering these areas.
| Service Level Management | The services have to have some kind of measurable framework so you can make an objective judgement about quality |
| Financial Management | You need to have the right information so that you can make judgements about the returns you are getting on your IT investment |
| Incident Avoidance | Pro-active monitoring is very important to make sure you avoid as much disruption as possible. Two-way communication is also critical in these areas: * Marketing * Change Management * Configuration Management * Release Management * Capacity Management * Availability Management |
| Incident Management | If something does happen you need to be kept informed about progress towards a resolution along with constructive workarounds in the short-term |
| Problem Management | You need regular updates and access to status information so that you can monitor progress on problem resolution in a way that makes sense to you |