Table of Contents  Document code:  PRO-0027.06  Security level:  Internal  Effective date:  15/01/2019  ICT Governance  Page  3  of  92 TEM-0129.01  Uncontrolled copy once printed. Ensure that the right version is in use.  1.$_{ }$ Purpose ............................................................................................ 5$_{ }$ 2.$_{ }$ Scope ................................................................................................ 5$_{ }$ 3.$_{ }$ Description ....................................................................................... 6$_{ }$ 3.1. The Need for ICT Governance.................................................................... 6 3.2. Overall Summary of ECHA ICT Governance................................................ 6 3.2.1. Basis  –  IT Industry Standard Frameworks ...............................................................7 3.2.2. Overview of ITIL Service Lifecycle ..........................................................................7 3.2.3. Overview of ECHA ICT Governance Model ...............................................................9 3.2.4. Overview of the ICT Governance Bodies................................................................ 17 3.2.5. Overview of the Key Governance Documents......................................................... 19 3.2.6. IT Investment ................................................................................................... 20 3.3. IT Strategy including ITIL Service Strategy ............................................ 22 3.3.1. Documents Defining the Strategy......................................................................... 22 3.3.2. Communication.................................................................................................. 23 3.3.3. Records and Documents ..................................................................................... 24 3.4. IT Work Planning including ITIL Service Design...................................... 25 3.4.1. Service Design................................................................................................... 26 3.4.2. Communication about Service Design Activities ..................................................... 31 3.4.3. Records and Documents ..................................................................................... 31 3.5. IT Work Execution including ITIL Service Transition............................... 33 3.5.1. Project Mode and Maintenance Mode for an IT Product ........................................... 34 3.5.2. Change Management.......................................................................................... 34  Change Advisory Board (CAB) ...................................................................... 37$_{ }$ 3.5.2.7.1. Normal change ........................................................................................ 38$_{ }$ 3.5.2.7.2. Standard Change ..................................................................................... 39$_{ }$ 3.5.2.7.3. Emergency change................................................................................... 40$_{ }$ 3.5.3. Projects ............................................................................................................ 41 3.5.4. Maintenance Work ............................................................................................. 46 3.5.5. Direct Service Changes....................................................................................... 46 3.5.6. Release Management ......................................................................................... 46 3.5.7. Communication about Service Transition Activities ................................................. 47 3.5.8. Records and Documents ..................................................................................... 48 3.6. Operative IT work including ITIL Service Operations .............................. 48 3.6.1. Service Requests and Incidents ........................................................................... 49 3.6.2. Support Levels .................................................................................................. 49 3.6.3. The Incident Manager and Other Incident Management Roles .................................. 49 3.6.4. Category C Incidents .......................................................................................... 52 3.6.5. Service Request Fulfilment and Incident Management Stages .................................. 52 3.6.6. Communication about Incidents........................................................................... 54 3.6.7. Records and Documents ..................................................................................... 55 3.7. Continual Improvement including ITIL CSI ............................................. 55 3.7.1. Communication about continual improvement ....................................................... 56 3.8. Communication Methods and Formulation............................................... 56