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Document code: Security level: Effective date: ICT Governance 

PRO-0027.06 Internal 15/01/2019 

The Service Operation  concentrates on providing the implemented services for consumption in a stable, reliable, cost efficient way while remaining flexible and receptive for well controlled changes and continual improvement. The Service Operation phase is also in charge of monitoring, obtaining and keeping the agreed service level and supporting the users of the services. At ECHA, this is the realm of service management, application management, change management, incident management, IT Business Continuity and a number of IT Horizontal Functions. 

The Continual Service Improvement  is an inherent part of planning, designing and providing services in ITIL and should be applied in all of the lifecycle phases. The focus is on improving not only the services, but also the processes and working methods by analysing the current state and the evident problems, creating improvement proposals and putting in place improvement actions to correct them. At ECHA, projects and services deliver service improvement. Also, the mechanisms of our Integrated Management System  (IMS) can trigger improvements. 

In ECHA ICT Governance, the ITIL model of continual cycling through Service Design, Service Transform and Service Operation lifecycle phases is integrated into the yearly planning and budgeting cycle: 

• The Service Strategy  phase takes place annually as part of the IT Dire ctorate’s contribution to the SPD and particularly the IT Master Plan. 

• The Service Design  phase takes place at different stages corresponding to different levels of detail – during the preparation of the Programme Plans, during preparation of Project Initiation Documents and High Level Maintenance Plans. 

• The Service Transition  phase takes place after acceptance of Project Initiation Documents and High Level Maintenance Plans, in general during the execution of the Programme Plans. 

• The Service Operation  takes onboard the service changes from the earlier phases once they are ready to be deployed into operational use. This includes the users support in the form of service desk(s). 

Service Design is also performed regularly in response to yearly internal satisfaction survey results, whenever a new service needs to be established and occasionally as part of feasibility studies for new IT products. 

## 3.2.3. Overview of ECHA ICT Governance Model 

Overview of Key ICT Governance Concepts 

The following picture shows the relationships between the key concepts 

