Delivery

IT Resource Sub Tower	Definitions	Examples	Unit Cost Unit of Measure (standard)
IT Service Management	Incident and Problem Management - ensure that incidents are resolved, and which seek to prevent problems from arising in future) and the Change/Release Management (technical services such as change management, service management, or special project planning).	Incident Management - process of managing unexpected operational events with the primary objective of returning service to customers as quickly as possible Problem Management - process that identifies the root cause of defects, actual and potential	Reviews per Month

IT Resource Sub Tower

Definitions

Examples

Unit Cost Unit of Measure (standard)

IT Service Management

Incident and Problem Management - ensure that incidents are resolved, and which seek to prevent problems from arising in future) and the Change/Release Management (technical services such as change management, service management, or special project planning).

Incident Management - process of managing unexpected operational events with the primary objective of returning service to customers as quickly as possible

Problem Management - process that identifies the root cause of defects, actual and potential

Reviews per Month

Delivery Cost Pool Composition

IT Resource Sub Tower	Internal/External Labor	Hardware	Software	Outside Services	Facilities & Power	Telecom
IT Service Management	Service Personnel for incident & problem management along with change and release management.	N/A	N/A	Managed services for Incident, Problem management along with change/release management	N/A	N/A

Delivery Unit of Measure

IT Resource Sub Tower	Unit of Measure (standard)	Guidelines
IT Service Management	Reviews	The number of incidents and problems reviewed + number of change management requests reviewed per year.