01 IT Service Operations & Management Plan
An overview of service policy, organization, SLA/KPI, monitoring, incident and change management, and continual improvement.
02 SLA & Service Level Management Plan
Definitions, targets, measurement, breach assessment, reporting, and improvement for SLA, SLI, and KPI.
03 Incident & Major Incident Management Plan
Detection, initial response, severity assessment, escalation, recovery, reporting, and recurrence prevention.
04 Problem Management & Root Cause Analysis Plan
Recurring issue analysis, RCA, known errors, permanent corrective actions, rollout, and recurrence prevention.
05 Change & Release Management Plan
Change requests, impact assessment, CAB, approval, release, emergency changes, and rollback controls.
06 Monitoring & Event Management Plan
Monitoring scope, event classification, thresholds, alerts, correlation, notification, and predictive detection.
07 Configuration & IT Asset Management Plan
CI, CMDB, IT assets, configuration relationships, change integration, inventory, and integrity management.
08 Service Request & Inquiry Management Plan
Intake, classification, priority, due dates, and escalation for service requests and inquiries.
09 Availability & Capacity Management Plan
Availability, redundancy, performance, capacity, demand forecasting, thresholds, and expansion decisions.
10 Service Continuity & DR Management Plan
BCP, RTO/RPO, DR, backup, failover, recovery exercises, and return-to-normal decisions.
11 Knowledge Management & Operations Standardization Plan
FAQ, known cases, procedures, knowledge registration, review, reuse, and operations standardization.
12 Continual Service Improvement Plan
KPI analysis, improvement backlog, prioritization, initiatives, benefit measurement, CSI, and PDCA.
