– Incident management: restores service as quickly as possible using established diagnostic and logical problem finding processes before applying a resolution or work around.

– Problem management: ensures incidents are managed in the most effective manner, and to a common standard, by developing problem identification, recording and avoidance strategies. Also includes measures to ensure incident rates are reduced in the long-term, including knowledge base build.

– Change management: ensures that any alterations to a solution are impact assessed, recorded and signed off with the appropriate level of authorisation.

– Release management: enables the appropriate pre-testing and controlled deployment of new or updated hardware or software components, and amendments to standard configurations.