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Document code: PRO-0027.06 Security level: Internal Effective date: 15/01/2019 

## ICT Governance 

The Service Strategy  concentrates on strategic direction and management of the service portfolio by aligning IT and business. The key questions are: which new services should be built, which ones should be improved, which ones should be retired and what is the right allocation of financial and personnel resources to the work in the different areas. At ECHA, this is the realm ECHA’s strategic documents. 

The Service Design  concentrates on designing the services by translating the service strategy into design and detailed specifications so that they deliver maximal value for the customers and stakeholders, both in content and in quality, that the services have a good cost-benefit ratio, and that fit-for-purpose processes and working methods are applied, and that in general the service has the right content. 

At ECHA, this is the realm of close co-operation between business, IT programmes and IT Horizontal Functions in order to produce concrete plans for the future of the services in the form of IT Investment Visions, IT Programme Plans and IT Project plans. Service Design work is equally about keeping in touch with the customers and stakeholders, understanding their view on the current state of the services, (what is working and what is not) based on their experience as consumers of services. 

The Service Transition  concentrates on making the transition from the plans to running services in production, ready for consumption. This means building, changing, testing and deploying services, IT products and other assets to implement and/or to change and improve the service as necessary. At ECHA, this is the realm of projects, (software) maintenance and change work, releasing and deployment control and of application delivery. 

