Customer Proposition
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Service Catalogue, service differentiation, how customers will access services.
Internal Processes
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IT asset and supply chain management (e.g. capacity planning, supplier mgt.).
Service Processes
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The end-to-end processes that deliver customer services.
People
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Organisation structure, culture, people skills attitudes & behaviours, sourcing.
Systems
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IT's own applications and MIS (e.g. case tracking, demand modelling, CRM).
Infrastructure
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Locations, buildings, communications & transport, equipment.
