Sustainment Service

Effective working practices have needed to be established to help ITSM organizations manage and deliver projects for services and products that meet the requirements of their customers. Service Management is “a set of specialized organizational capabilities for enabling value to customers in the form of services” – practices are key to these capabilities and sets of organizational resources designed for performing work or accomplishing objectives. Practices are more than processes – a process is a sub-set of practice, along with people, tools, skills, competencies, and documentation – all aspects of delivery. It is important to understand that practices will work across the Service Value Chain (Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver and Support) to manage and deliver the required value streams. Value streams are the required activities using practices that are enabled across the value chain. This can include e.g.: the resolution of an incident, delivery of a new service, improvement to an existing service, or access to an application or resource.

Sustainment services are based on three process groups: Operations Support, Post Implementation, and Technical Environment (State of Good Repair). Within these three groups, there are processes that enable a sustainment service:

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Sustainment Process Flow Overview (Draft) – January 2021

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