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## ICT Governance 

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Summary of the key concepts: 

• IT Investment Vision  contains the business case and the cost benefit analysis (ex-ante evaluation) justifying the proposed IT investment in terms of financial and human resources. 

• IT Service  is the m eans of providing value to customers and stakeholders. ITIL’s concept of service encompasses the whole lifecycle and includes systematic customer satisfaction follow-up, active improvement and service level follow-up. 

• IT Product  is software or hardware providing a number of functionalities. 

• IT Programme  is as a coherent portfolio of projects and services mainly focused on one stakeholder type, for example Chemicals Industry, Authorities (ECHA, Member States Competent Authorities (MSCAs), Designated National Authorities (DNAs), National Enforcement Authorities (NEAs), Appointed Bodies (ABs), or ECHA personnel. It is normally the case that a Programme serves not only its main stakeholder type but also the others. It is a matter of accent and drive. 

