Document code:  PRO-0027.06  Security level:  Internal  Effective date:  15/01/2019  ICT Governance  the potential service improvement work, including Projects and/or Maintenance work to  increase functionality, to improve non-functional aspects and to fix current problems. The fundamental question for the Service Manager in further service design work  is how to systematically and incrementally correct the service to create the right  service , i.e. how to translate negative user experience and feedback to successful  improvement actions.  Further Service Design work is largely based on the understanding of how the customers,  stakeholders and other relevant parties view the current service. Multiple channels of  feedback should be utilised regularly from direct discussions to surveys, feedback and  statistics on service requests etc. The Service Design phase will produce concrete plans as to how the service will be  developed further, including the IT Products underpinning it. Technical architecture  aspects could be relevant and should be specifically analysed.  This  Service Design work may result in changes  to a number of documents:  Major changes  to the Service Definition Package have to be approved by the Service  Owner and by the Service Steering Committee. Major changes affect key service characteristics, materially and substantially; they have  significant impact on service scope, eligibility, availability, and support or delivery process.  For example, bringing new IT Products under the Service, rearranging the workflow for  service request fulfilment by outsourcing or increasing availability from 9/5 to 24/7. In general, other changes are  minor changes , and can be approved by the Service  Manager. Whenever it is unclear whether a change is a minor or major one, the Service Owner  should be consulted. If the classification is still inconclusive after Service Owner  consultation, the change is to be treated as major change. It is highly recommended that the relevant Programme Boards are involved whenever  major changes to Services under the Programme are considered.  TEM-0129.01  Uncontrolled copy once printed. Ensure that the right version is in use.  Page  29  of  92 • The IT Investment Vision is updated as necessary, for example to include new  functionality of the IT Products underpinning the Service.  • The Service Definition Package is updated in case of changes. These can be for  example increasing Service availability hours or rearranging the workflow for  Service Request fulfilment.  o listing of Projects, Maintenance work and other work that will be required to  implement the planned improvements.  o description of the planned service improvements,  • The plans for any sizable improvement work are documented in the Programme  Plan, including