| 4 Context of the Organization | | | | | |
| 4.1 Understanding the organization and its context | | | | | |
| 4.2 Understanding the needs and expectations of interested parties | | | | | |
| 4.3 Determining the scope of the Service Management System | | | | | |
| 4.4 Service Management System | | | | | |
| 5 Leadership | | | | | |
| 5.1 Leadership and commitment | Strategy Management | APO02 Managed Strategy | | | |
| 5.2 Policy | Strategy Management | APO02 Managed Strategy | | | |
| 5.3 Organizational roles, responsibilities and authorities | Organizational Change Management | APO01 Managed I&T Management Framework | | | |
| 6 Planning | | | | | |
| 6.1 Actions to address risks and opportunities | Project Management; Risk Management | BAI11 Managed Projects; APO12 Managed Risk | | | 6.3 Scope, context and criteria; 6.4 Risk Assessment; 6.5 Risk Treatment |
| 6.2 Service management objectives and planning to achieve them | Project Management | BAI01 Managed Programs; BAI11 Managed Projects | | | |
| 6.3 Plan the Service Management System | Project Management | BAI11 Managed Projects | | | |
| 7 Support of the Service Management System | | | | | |
| 7.1 Resources | | EDM04 Ensured Resource Optimization | | | |
| 7.2 Competence | Workforce and Talent Management | APO07 Managed Human Resources | | | |
| 7.3 Awareness | Organizational Change Management | BAI05 Managed Organizational Change | | | |
| 7.4 Communication | Organizational Change Management | BAI05 Managed Organizational Change | | | |
| 7.5 Documented information | | APO014 Managed Data | | | |
| 7.6 Knowledge | Knowledge Management | BAI08 Managed Knowledge | | | |
| 8 Operation of the Service Management System | | | | | |
| 8.1 Operational planning and control | | | | | |
| 8.2 Service portfolio | | | | | |
| 8.2.1 Service delivery | Portfolio Management | APO05 Managed Portfolio | | | |
| 8.2.2 Plan the services | Architecture Management | APO03 Managed Enterprise Architecture | | | |
| 8.2.3 Control of parties involved in the service lifecycle | Supplier Management | APO10 Managed Vendors | | | |
| 8.2.4 Service catalogue management | Service Catalogue Management | APO05 Managed Portfolio | | | |
| 8.2.5 Asset management | IT Asset Management | BAI09 Managed Assets | | | |
| 8.2.6 Configuration management | Service Configuration Management | BAI10 Managed Configuration | | | |
| 8.3 Relationship and agreement | | | | | |
| 8.3.1 General | | | | | |
| 8.3.2 Business relationship management | Relationship Management | APO08 Managed Relationship | | | |
| 8.3.3 Service level management | Service Level Management | APO09 Managed Service Agreements | | | |
| 8.3.4 Supplier management | Supplier Management | APO10 Managed Vendors | | | |
| 8.4 Supply and demand | | | | | |
| 8.4.1 Budgeting and accounting for services | Service Financial Management | APO06 Managed Budget and Costs | | | |
| 8.4.2 Demand management | Business Analysis | BAI02 Managed Requirements Definitions | | | |
| 8.4.3 Capacity management | Capacity and Performance Management | BAI04 Managed Availability and Capacity | | | |
| 8.5 Service design, build and transition | | | | | |
| 8.5.1 Change management | Change Enablement | BAI06 Managed IT Changes | | | |
| 8.5.2 Service design and transition | Service Design; Service Validation and Testing; Infrastructure and Platform Management; Software Development and Management | BAI03 Managed Solutions Identification and Build; BAI07 Managed IT Change Acceptance and Transitioning | | | |
| 8.5.3 Release and deployment management | Release Management; Deployment Management | BAI07 Managed IT Change Acceptance and Transitioning | | | |
| 8.6 Resolution and fulfilment | | | | | |
| 8.6.1 Incident management | Incident Management; Service Desk | DSS02 Managed Service Requests and Incidents | | | |
| 8.6.2 Service request management | Service Request Management; Service Desk | DSS02 Managed Service Requests and Incidents | | | |
| 8.6.3 Problem management | Problem Management | DSS03 Managed Problems | | | |
| 8.7 Service assurance | | | | | |
| 8.7.1 Service availability management | Availability Management | BAI04 Managed Availability and Capacity | | | |
| 8.7.2 Service continuity management | Service Continuity Management | DSS04 Managed Continuity | | | |
| 8.7.3 Information security management | Information Security Management | APO13 Managed Security | 5.2 Policy; Annex A | | |
| 9 Performance evaluation | | | | | |
| 9.1 Monitoring, measurement, analysis and evaluation | Monitoring and Event Management | MEA01 Managed Performance and Conformance Monitoring | | | |
| 9.2 Internal audit | | | | 5 Managing an audit programme; 6 Conducting an audit | |
| 9.3 Management review | | | | | |
| 9.4 Service reporting | Measurement and Reporting | | | | |
| 10 Improvement | | | | | |
| 10.1 Nonconformity and corrective action | | | | | |
| 10.2 Continual improvement | Continual Improvement | | | | |
