Plans for organizing Service Management Initiatives - Revision history

Andrea at 16:15, 8 June 2025

2025-06-08T16:15:39Z

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	<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/Pl%C3%A4ne_zum_Organisieren_von_Service-Management-Initiativen"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="210" height="54" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/></html>		<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/Pl%C3%A4ne_zum_Organisieren_von_Service-Management-Initiativen"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="210" height="54" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/></html>

	<span id="md-webpage-description" itemprop="description">If [[Service\|services]], their underlying components or parts of the [[YaSM_Glossary#Service-management-system-SMS\|SMS]] need to be set up or modified, YaSM recommends organizing such work as <i>service management initiatives</i> (e.g. [[#Execution_of_strategic_initiatives\|strategic initiatives]], service improvement / process improvement initiatives etc.) managed through a number of [[#Types_of_service_management_plans\|plans]].</span>		<span id="md-webpage-description" itemprop="description">If [[Service\|services]], their underlying components or parts of the [[YaSM_Glossary#Service-management-system-SMS\|SMS]] need to be set up or modified, YaSM recommends organizing such work as <b><span style="color:#465674;">service management initiatives</span></b> (e.g. [[#Execution_of_strategic_initiatives\|strategic initiatives]], service improvement / process improvement initiatives etc.) managed through a number of [[#Types_of_service_management_plans\|plans]].</span>

	<b>Part of</b>: [[YaSM_Concepts\|Service management concepts]]		<b>Part of</b>: [[YaSM_Concepts\|Service management concepts]]
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	==Types of service management plans==		==Types of service management plans==

	[[What is YaSM\|YaSM]] suggests to maintain the following <i>service management plans</i>:		[[What is YaSM\|YaSM]] suggests to maintain the following <b><span style="color:#465674;">service management plans</span></b>:

	===Strategic plan===		===Strategic plan===
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	<meta itemprop="keywords" content="how to execute strategic initiatives" />		<meta itemprop="keywords" content="how to execute strategic initiatives" />
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	<meta itemprop="keywords" content="service strategy initiative" />		<meta itemprop="keywords" content="service strategy initiative" />
	<figure class="mw-halign-right" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-concept/Execution-of-strategic-initiatives.jpg" title="Service Management - Execution of strategic initiatives"><img srcset="https://yasm.com/wiki/en/img/yasm-concept/420px/Execution-of-strategic-initiatives.jpg 420w, https://yasm.com/wiki/en/img/yasm-concept/Execution-of-strategic-initiatives.jpg 580w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-concept/420px/Execution-of-strategic-initiatives.jpg" fetchpriority="high" decoding="async" width="420" height="685" class="mw-file-element" alt="YaSM concepts: Plans for organizing service management initiatives. Example 1: Execution of strategic initiatives." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-concept/Execution-of-strategic-initiatives.jpg" title="Service Management - Execution of strategic initiatives">Execution of strategic initiatives</a></b></span></figcaption></figure></div></html>		<figure class="mw-halign-right" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-concept/Execution-of-strategic-initiatives.jpg" title="Service Management - Execution of strategic initiatives"><img srcset="https://yasm.com/wiki/en/img/yasm-concept/420px/Execution-of-strategic-initiatives.jpg 420w, https://yasm.com/wiki/en/img/yasm-concept/Execution-of-strategic-initiatives.jpg 580w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-concept/420px/Execution-of-strategic-initiatives.jpg" fetchpriority="high" decoding="async" width="420" height="685" class="mw-file-element" alt="YaSM concepts: Plans for organizing service management initiatives. Example 1: Execution of strategic initiatives." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-concept/thumbnail/Execution-of-strategic-initiatives.jpg" title="Service Management - Execution of strategic initiatives">Execution of strategic initiatives</a></b></span></figcaption></figure></div></html>

	Because the [[LP1:_Set_the_strategic_direction\|service strategy process]] in YaSM defines a number of strategic initiatives but does not normally have the resources to carry them out, the strategic plan often functions as a top-level plan, as shown in the figure on the right.		Because the [[LP1:_Set_the_strategic_direction\|service strategy process]] in YaSM defines a number of strategic initiatives but does not normally have the resources to carry them out, the strategic plan often functions as a top-level plan, as shown in the figure on the right.

Andrea at 09:59, 20 September 2024

2024-09-20T09:59:21Z

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Andrea at 15:20, 8 March 2024

2024-03-08T15:20:08Z

← Older revision		Revision as of 17:20, 8 March 2024
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	<p> </p>		<p> </p>

	<span id="md-webpage-description" itemprop="description">If [[Service\|services]], their underlying components or parts of the [[YaSM_Glossary#Service-management-system-SMS\|SMS]] need to be set up or modified, YaSM recommends organizing such work as <i>initiatives</i> (e.g. [[#Execution_of_strategic_initiatives\|strategic initiatives]], service improvement / process improvement initiatives etc.) managed through a number of [[#Types_of_service_management_plans\|plans]].</span>		<span id="md-webpage-description" itemprop="description">If [[Service\|services]], their underlying components or parts of the [[YaSM_Glossary#Service-management-system-SMS\|SMS]] need to be set up or modified, YaSM recommends organizing such work as <i>service management initiatives</i> (e.g. [[#Execution_of_strategic_initiatives\|strategic initiatives]], service improvement / process improvement initiatives etc.) managed through a number of [[#Types_of_service_management_plans\|plans]].</span>

	<b>Part of</b>: [[YaSM_Concepts\|Service management concepts]]		<b>Part of</b>: [[YaSM_Concepts\|Service management concepts]]
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	:The <i>strategic plan</i> is owned by the [[YaSM_Roles#Steering-committee\|steering committee]] and maintained by the [[YaSM_Roles#Service-strategy-manager\|service strategy manager]]. Its purpose is to manage strategic initiatives, i.e. initiatives aimed at achieving the strategic objectives. Typical examples are the development of new or significantly changed services or [[Service Management Processes\|service management processes]], or the introduction of new technologies or capabilities on a larger scale.		:The <i>strategic plan</i> is owned by the [[YaSM_Roles#Steering-committee\|steering committee]] and maintained by the [[YaSM_Roles#Service-strategy-manager\|service strategy manager]]. Its purpose is to manage strategic initiatives, i.e. initiatives aimed at achieving the strategic objectives. Typical examples are the development of new or significantly changed services or [[Service Management Processes\|service management processes]], or the introduction of new technologies or capabilities on a larger scale.
	;<span id="service-improvement-plan">Service improvement plan</span>		;<span id="service-improvement-plan">Service improvement plan</span>
	:The <i>service improvement plans</i> are owned by the [[YaSM_Roles#Service-owner\|service owners]]. Their purpose is to manage service improvement initiatives, i.e. initiatives of a somewhat smaller scale aimed at continually improving existing services. A typical example is an infrastructure enhancement to improve service availability. -- See also: [[Service Improvement Plan - Template\|Checklist service improvement plan (SIP)]]		:The <i>service improvement plans</i> are owned by the [[YaSM_Roles#Service-owner\|service owners]]. Their purpose is to manage service improvement initiatives, i.e. initiatives of a somewhat smaller scale aimed at continually improving existing services. A typical example is an infrastructure enhancement to improve service availability. -- See also: [[Service Improvement Plan - Template\|Checklist service improvement plan (SIP)]].
	;<span id="process-improvement-plan">Process improvement plan</span>		;<span id="process-improvement-plan">Process improvement plan</span>
	:The <i>process improvement plans</i> are owned by the [[YaSM_Roles#Process-owner\|process owners]]. Their purpose is to manage initiatives aimed at setting up or improving the service provider's processes (which are an important part of the service management system). A typical example is an upgrade to the incident resolution process.		:The <i>process improvement plans</i> are owned by the [[YaSM_Roles#Process-owner\|process owners]]. Their purpose is to manage initiatives aimed at setting up or improving the service provider's processes (which are an important part of the service management system). A typical example is an upgrade to the incident resolution process.
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	<meta itemprop="keywords" content="how to execute strategic initiatives" />		<meta itemprop="keywords" content="how to execute strategic initiatives" />
	<meta itemprop="keywords" content="service management strategy" />		<meta itemprop="keywords" content="service management strategy" />
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	<img style="margin:0px 0px 10px 20px; float:right;" src="https://yasm.com/wiki/en/img/yasm-concept/Execution-of-strategic-initiatives.jpg" width="~~403~~" height="~~657~~" title="Service Management - Execution of strategic initiatives" alt="YaSM concepts: Plans for organizing service management initiatives. Example 1: Execution of strategic initiatives." /></a><br style="clear:both;"/>		<img style="margin:0px 0px 10px 20px; float:right;" srcset="https://yasm.com/wiki/en/img/yasm-concept/420px/Execution-of-strategic-initiatives.jpg 420w, https://yasm.com/wiki/en/img/yasm-concept/Execution-of-strategic-initiatives.jpg 580w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-concept/420px/Execution-of-strategic-initiatives.jpg" decoding="async" width="420" height="685" title="Service Management - Execution of strategic initiatives" alt="YaSM concepts: Plans for organizing service management initiatives. Example 1: Execution of strategic initiatives." /></a><br style="clear:both;"/>
	<div class="thumbcaption" style="margin:0px 0px 20px 20px;"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-concept/Execution-of-strategic-initiatives.jpg" title="Service Management - Execution of strategic initiatives">Execution of strategic initiatives</a></b></span></div></div></div></html>		<div class="thumbcaption" style="margin:0px 0px 20px 20px;"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-concept/Execution-of-strategic-initiatives.jpg" title="Service Management - Execution of strategic initiatives">Execution of strategic initiatives</a></b></span></div></div></div></html>

	<span style="word-wrap:normal;">Because the [[LP1:_Set_the_strategic_direction\|~~strategic~~ process]] defines a number of strategic initiatives but does not normally have the resources to carry them out, the strategic plan often functions as a top-level plan, as shown in the figure on the right.</span>		<span style="word-wrap:normal;">Because the [[LP1:_Set_the_strategic_direction\|service strategy process]] in YaSM defines a number of strategic initiatives but does not normally have the resources to carry them out, the strategic plan often functions as a top-level plan, as shown in the figure on the right.</span>

	In this respect, YaSM allows for strategic initiatives to be executed for example as:		In this respect, YaSM allows for strategic initiatives to be executed for example as:
	* Service improvement initiatives managed through a [[#service-improvement-plan\|service improvement plan]]		* Service improvement initiatives managed through a [[#service-improvement-plan\|service improvement plan]],
	* Process improvement initiatives managed through a [[#process-improvement-plan\|process improvement plan]]		* Process improvement initiatives managed through a [[#process-improvement-plan\|process improvement plan]],
	* Skill development initiatives managed through a [[#skill-development-plan\|skills development plan]].		* Skill development initiatives managed through a [[#skill-development-plan\|skills development plan]].
	<br style="clear:both;"/>		<br style="clear:both;"/>
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	<img style="margin:0px 0px 10px 20px; float:right;" src="https://yasm.com/wiki/en/img/yasm-concept/Suggestions-for-strategic-initiatives.jpg" width="~~403~~" height="~~528~~" title="Service Management - Suggestions for strategic initiatives" alt="YaSM concepts: Plans for organizing service management initiatives. Example 2: Suggestions for strategic initiatives." /></a><br style="clear:both;"/>		<img style="margin:0px 0px 10px 20px; float:right;" srcset="https://yasm.com/wiki/en/img/yasm-concept/420px/Suggestions-for-strategic-initiatives.jpg 420w, https://yasm.com/wiki/en/img/yasm-concept/Suggestions-for-strategic-initiatives.jpg 580w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-concept/420px/Suggestions-for-strategic-initiatives.jpg" decoding="async" width="420" height="550" title="Service Management - Suggestions for strategic initiatives" alt="YaSM concepts: Plans for organizing service management initiatives. Example 2: Suggestions for strategic initiatives." /></a><br style="clear:both;"/>
	<div class="thumbcaption" style="margin:0px 0px 20px 20px;"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 2: <a href="https://yasm.com/wiki/en/img/yasm-concept/Suggestions-for-strategic-initiatives.jpg" title="Service Management - Suggestions for strategic initiatives">Suggestions for strategic initiatives</a></b></span></div></div></div></html>		<div class="thumbcaption" style="margin:0px 0px 20px 20px;"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 2: <a href="https://yasm.com/wiki/en/img/yasm-concept/Suggestions-for-strategic-initiatives.jpg" title="Service Management - Suggestions for strategic initiatives">Suggestions for strategic initiatives</a></b></span></div></div></div></html>

Andrea at 15:37, 30 December 2023

2023-12-30T15:37:42Z

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Andrea at 11:28, 5 June 2023

2023-06-05T11:28:46Z

Andrea at 14:39, 1 April 2023

2023-04-01T14:39:34Z

Andrea at 17:06, 24 April 2021

2021-04-24T17:06:38Z

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Andrea at 12:37, 1 May 2020

2020-05-01T12:37:50Z

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Andrea at 17:39, 28 March 2019

2019-03-28T17:39:54Z

← Older revision		Revision as of 19:39, 28 March 2019
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	== Notes ==		== Notes ==
	<html>By:  Andrea Kempter <a rel="author" href="https://~~plus~~.~~google~~.com/~~113316270668629760475~~/~~about~~"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/~~google~~.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on ~~Google+~~" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a>  and  Stefan Kempter <a href="https://~~plus~~.~~google~~.com/~~111925560448291102517~~/~~about~~"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/~~google~~.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on ~~Google+~~" alt="Contributor: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.		<html>By:  Andrea Kempter <a rel="author" href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a>  and  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Contributor: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.

	<p> </p>		<p> </p>

Andrea at 13:19, 31 May 2017

2017-05-31T13:19:18Z

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	<p><b>YaSM concept:</b> Plans for organizing service management initiatives - <b>Part of</b>: <a href="https://yasm.com/wiki/en/index.php/YaSM_Concepts" title="Three important YaSM concepts">Important YaSM concepts</a></p>		<p><b>YaSM concept:</b> Plans for organizing service management initiatives - <b>Part of</b>: <a href="https://yasm.com/wiki/en/index.php/YaSM_Concepts" title="Three important YaSM concepts">Important YaSM concepts</a></p>
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	:The <i>strategic plan</i> is owned by the [[YaSM_Roles#Steering-committee\|steering committee]] and maintained by the [[YaSM_Roles#Service-strategy-manager\|service strategy manager]]. Its purpose is to manage strategic initiatives, i.e. initiatives aimed at achieving the strategic objectives. Typical examples are the development of new or significantly changed services or [[Service Management Processes\|service management processes]], or the introduction of new technologies or capabilities on a larger scale.		:The <i>strategic plan</i> is owned by the [[YaSM_Roles#Steering-committee\|steering committee]] and maintained by the [[YaSM_Roles#Service-strategy-manager\|service strategy manager]]. Its purpose is to manage strategic initiatives, i.e. initiatives aimed at achieving the strategic objectives. Typical examples are the development of new or significantly changed services or [[Service Management Processes\|service management processes]], or the introduction of new technologies or capabilities on a larger scale.
	;<span id="service-improvement-plan">Service improvement plan</span>		;<span id="service-improvement-plan">Service improvement plan</span>
	:The <i>service improvement plans</i> are owned by the [[YaSM_Roles#Service-owner\|service owners]]. Their purpose is to manage service improvement initiatives, i.e. initiatives of a somewhat smaller scale aimed at continually improving existing services. A typical example is an infrastructure enhancement to improve service availability.		:The <i>service improvement plans</i> are owned by the [[YaSM_Roles#Service-owner\|service owners]]. Their purpose is to manage service improvement initiatives, i.e. initiatives of a somewhat smaller scale aimed at continually improving existing services. A typical example is an infrastructure enhancement to improve service availability. -- See also: [[Service Improvement Plan - Template\|Checklist service improvement plan (SIP)]]
	;<span id="process-improvement-plan">Process improvement plan</span>		;<span id="process-improvement-plan">Process improvement plan</span>
	:The <i>process improvement plans</i> are owned by the [[YaSM_Roles#Process-owner\|process owners]]. Their purpose is to manage initiatives aimed at setting up or improving the service provider's processes (which are an important part of the service management system). A typical example is an upgrade to the incident resolution process.		:The <i>process improvement plans</i> are owned by the [[YaSM_Roles#Process-owner\|process owners]]. Their purpose is to manage initiatives aimed at setting up or improving the service provider's processes (which are an important part of the service management system). A typical example is an upgrade to the incident resolution process.
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	:The <i>security improvement plan</i> is owned by the [[YaSM_Roles#Security-manager\|security manager]]. Its purpose is to manage initiatives aimed at improving security. For such improvements, it is often impractical to execute them as service improvement initiatives because several services are affected. A typical example is the introduction of a new malware detection system.		:The <i>security improvement plan</i> is owned by the [[YaSM_Roles#Security-manager\|security manager]]. Its purpose is to manage initiatives aimed at improving security. For such improvements, it is often impractical to execute them as service improvement initiatives because several services are affected. A typical example is the introduction of a new malware detection system.
	;<span id="continuity-improvement-plan">Continuity improvement plan</span>		;<span id="continuity-improvement-plan">Continuity improvement plan</span>
	:The <i>continuity improvement plan</i> is owned by the [[YaSM_Roles#Service-continuity-manager\|service continuity manager]]. Its purpose is to manage initiatives aimed at improving service continuity in the case of ~~disaster~~ events. For such improvements, it is often impractical to execute them as service improvement initiatives because several services are affected. A typical example is an upgrade to a stand-by data center.		:The <i>continuity improvement plan</i> is owned by the [[YaSM_Roles#Service-continuity-manager\|service continuity manager]]. Its purpose is to manage initiatives aimed at improving service continuity in the case of critical, disruptive events. For such improvements, it is often impractical to execute them as service improvement initiatives because several services are affected. A typical example is an upgrade to a stand-by data center.
	;<span id="skill-development-plan">Skill development plan</span>		;<span id="skill-development-plan">Skill development plan</span>
	:The <i>skill development plans</i> are owned by the [[YaSM_Roles#Human-resources-manager\|human resources manager]]. Their purpose is to manage the development of the skills required in the service provider organization. A typical example for an item in the skills development plan is a training program aimed at acquiring the necessary skills for mastering a new technology.		:The <i>skill development plans</i> are owned by the [[YaSM_Roles#Human-resources-manager\|human resources manager]]. Their purpose is to manage the development of the skills required in the service provider organization. A typical example for an item in the skills development plan is a training program aimed at acquiring the necessary skills for mastering a new technology.
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	<itpmch><title>Plans for organizing Service Management Initiatives \| YaSM ~~Service Management~~ Wiki</title>		<itpmch><title>Plans for organizing Service Management Initiatives \| YaSM Wiki</title>
	<meta name="keywords" content="strategic plan, service improvement plan, process improvement plan, security improvement plan, service management improvement plans, service strategy plan" />		<meta name="keywords" content="strategic plan, service improvement plan, process improvement plan, security improvement plan, service management improvement plans, service strategy plan" />
	<meta name="description" content="If services, [....] need to be set up or modified, YaSM recommends organizing such work as initiatives (e.g. strategic initiatives, service improvement/ process improvement initiatives etc.) managed through a number of plans." />		<meta name="description" content="If services, [....] need to be set up or modified, YaSM recommends organizing such work as initiatives (e.g. strategic initiatives, service improvement/ process improvement initiatives etc.) managed through a number of plans." />
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	<p> </p>		<p> </p>

	<span id="md-webpage-description" itemprop="description">If services, their underlying components or parts of the [[YaSM_Glossary#Service-management-system-SMS\|SMS]] need to be set up or modified, YaSM recommends organizing such work as <i>initiatives</i> (e.g. [[#Execution_of_strategic_initiatives\|strategic initiatives]], service improvement / process improvement initiatives etc.) managed through a number of [[#Types_of_service_management_plans\|plans]].</span>		<span id="md-webpage-description" itemprop="description">If [[Service\|services]], their underlying components or parts of the [[YaSM_Glossary#Service-management-system-SMS\|SMS]] need to be set up or modified, YaSM recommends organizing such work as <i>initiatives</i> (e.g. [[#Execution_of_strategic_initiatives\|strategic initiatives]], service improvement / process improvement initiatives etc.) managed through a number of [[#Types_of_service_management_plans\|plans]].</span>

	<b>Part of</b>: [[YaSM_Concepts\|Service management concepts]]		<b>Part of</b>: [[YaSM_Concepts\|Service management concepts]]
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	==Types of service management plans==		==Types of service management plans==

	YaSM suggests to maintain the following <i>service management plans</i>:		[[What is YaSM\|YaSM]] suggests to maintain the following <i>service management plans</i>:

	;<span id="strategic-plan">Strategic plan</span>		;<span id="strategic-plan">Strategic plan</span>
	:The <i>strategic plan</i> is owned by the [[YaSM_Roles#Steering-committee\|steering committee]] and maintained by the [[YaSM_Roles#Service-strategy-manager\|service strategy manager]]. Its purpose is to manage strategic initiatives, i.e. initiatives aimed at achieving the strategic objectives. Typical examples are the development of new or significantly changed services or service management processes, or the introduction of new technologies or capabilities on a larger scale.		:The <i>strategic plan</i> is owned by the [[YaSM_Roles#Steering-committee\|steering committee]] and maintained by the [[YaSM_Roles#Service-strategy-manager\|service strategy manager]]. Its purpose is to manage strategic initiatives, i.e. initiatives aimed at achieving the strategic objectives. Typical examples are the development of new or significantly changed services or [[Service Management Processes\|service management processes]], or the introduction of new technologies or capabilities on a larger scale.
	;<span id="service-improvement-plan">Service improvement plan</span>		;<span id="service-improvement-plan">Service improvement plan</span>
	:The <i>service improvement plans</i> are owned by the [[YaSM_Roles#Service-owner\|service owners]]. Their purpose is to manage service improvement initiatives, i.e. initiatives of a somewhat smaller scale aimed at continually improving existing services. A typical example is an infrastructure enhancement to improve service availability.		:The <i>service improvement plans</i> are owned by the [[YaSM_Roles#Service-owner\|service owners]]. Their purpose is to manage service improvement initiatives, i.e. initiatives of a somewhat smaller scale aimed at continually improving existing services. A typical example is an infrastructure enhancement to improve service availability.