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o further communication should be given immediately when there is new or more accurate information about the situation, for example about the state of investigation or expected time of recovery. 

## 3.6.7. Records and Documents 

• Service Request and Incident tickets 

• Service Manager nominations (Service Cards) 

• Category C / Major Incident Reports 

• HAN-0008 ITSM Governance: Remedy Structure 

## 3.7. Continual Improvement including ITIL CSI 

ECHA IMS Continual Improvement process covers all work in the Agency, including all work under ICT Governance and therefore all ITIL lifecycles phases, and as such implements also the ITIL Continual Service Improvement lifecycle phase . The ICT Governance itself has a number of inbuilt measures for ECHA IMS Continual Improvement process, including the ITIL Continual Service Improvement process: 

• In the Service Design lifecycle phase, 

o gathering regular feedback and further requirements from numerous parties 

• In the Service Transition lifecycle phase, 

o producing the Service Improvement Plans on a yearly cycle 

o having analysis and documentation of lessons learnt as part of thePproject closure and consultation of these lessons as part of Project initiation 

o the continual Service improvement work of the application delivery services internal to Directorate I 

• In Service Operations lifecycle phase, 

o ECHA’s yearly internal satisfaction surveys; analysing the results and planning improvement actions 

o following and reporting on direct customer feedback from the Service Request / Incident ticketing system 

o following and reporting on Service Request fulfilment times 

o following and reporting on availability of IT Solutions and IT Product under Services 

o the continual service improvement work performed by of the operational Services internal to Directorate I 

