To ensure the impact of changes are understood

To ensure that changes are recorded and evaluated

To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)

To deliver and manage IT services at agreed levels to business users

Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

Analysis of an incident by a technical support group which reveals that an underlying problem exists,

or is likely to exist

Suspicion or detection of a cause of one or more incidents by the service desk

Trending of historical incident records to identify one or more underlying causes

Demand management

Incident management

Release and deployment management

Request fulfilment