Document code:  Security level:  Effective date:  PRO-0027.06  Internal  15/01/2019  ICT Governance  owns, improves Service Project Work IT Investment  Vision Release  Product  Roadmap Programme  Plan Running Production  Release IT Programme Maintenance  Work Service  Change Product creates / changes  creates / changes  is  improved via h a s Business IT r u ns Influences j o intly define jointly define close co- operation high-level planning initiates initiates produces produces bec o mes Running  Service changes changes owns creates has CAB init ia tes 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.  TEM-0129.01  Uncontrolled copy once printed. Ensure that the right version is in use.  Page  10  of  92