Document code:  Security level:  Effective date:  ICT Governance  PRO-0027.06  Internal  15/01/2019  o further communication should be given immediately when there is new or  more accurate information about the situation, for example about the state  of investigation or expected time of recovery.  • Service Request and Incident tickets • Service Manager nominations (Service Cards) • Category C / Major Incident Reports • HAN-0008 ITSM Governance: Remedy Structure  • In the Service Design lifecycle phase, o gathering regular feedback and further requirements from numerous parties  o producing the Service Improvement Plans on a yearly cycle  • In the Service Transition lifecycle phase, o having analysis and documentation of lessons learnt as part of thePproject  closure and consultation of these lessons as part of Project initiation  o the continual Service improvement work of the application delivery services  internal to Directorate I  • In Service Operations lifecycle phase, o ECHA’s yearly internal satisfaction surveys; analysing the results and  planning improvement actions  o following and reporting on direct customer feedback from the Service  Request / Incident ticketing system  o following and reporting on Service Request fulfilment times  o following and reporting on availability of IT Solutions and IT Product under  Services  o the continual service improvement work performed by of the operational  Services internal to Directorate I  Page  55  of  92 TEM-0129.01  Uncontrolled copy once printed. Ensure that the right version is in use.  3.7. Continual Improvement including ITIL CSI  3.6.7. Records and Documents  ECHA IMS Continual Improvement process covers all work in the Agency, including all  work under ICT Governance and therefore all ITIL lifecycles phases, and as such  implements also the  ITIL Continual Service Improvement lifecycle phase .  The ICT Governance itself has a number of inbuilt measures for ECHA IMS Continual  Improvement process, including the ITIL Continual Service Improvement process: 