Document code:  Security level:  Effective date:  ICT Governance  PRO-0027.06  Internal  15/01/2019  The  Service Operation  concentrates on providing the implemented services for  consumption in a stable, reliable, cost efficient way while remaining flexible and receptive  for well controlled changes and continual improvement. The Service Operation phase is  also in charge of monitoring, obtaining and keeping the agreed service level and  supporting the users of the services. At ECHA, this is the realm of service management,  application management, change management, incident management, IT Business  Continuity and a number of IT Horizontal Functions.  The  Continual Service Improvement  is an inherent part of planning, designing and  providing services in ITIL and should be applied in all of the lifecycle phases. The focus is  on improving not only the services, but also the processes and working methods by  analysing the current state and the evident problems, creating improvement proposals  and putting in place improvement actions to correct them. At ECHA, projects and services  deliver service improvement. Also, the mechanisms of our  Integrated Management  System  (IMS) can trigger improvements.  In ECHA ICT Governance, the ITIL model of continual cycling through Service Design,  Service Transform and Service Operation lifecycle phases is integrated into the yearly  planning and budgeting cycle:  • The  Service Strategy  phase takes place annually as part of the IT Dire ctorate’s  contribution to the SPD and particularly the IT Master Plan.  • The  Service Design  phase takes place at different stages corresponding to  different levels of detail  – during the preparation of the Programme Plans, during  preparation of Project Initiation Documents and High Level Maintenance Plans. • The  Service Transition  phase takes place after acceptance of Project Initiation  Documents and High Level Maintenance Plans, in general during the execution of  the Programme Plans. • The  Service Operation  takes onboard the service changes from the earlier phases  once they are ready to be deployed into operational use. This includes the users  support in the form of service desk(s).  Service Design is also performed regularly in response to yearly internal satisfaction  survey results, whenever a new service needs to be established and occasionally as part  of feasibility studies for new IT products.  Overview of Key ICT Governance Concepts  The following picture shows the relationships between the key concepts  3.2.3. Overview of ECHA ICT Governance Model  TEM-0129.01  Uncontrolled copy once printed. Ensure that the right version is in use.  Page  9  of  92