Every incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user.

Target resolution times are agreed, documented, and communicated to ensure that expectations are realistic.

Incidents are prioritized based on an agreed classification to ensure that incidents with the highest business impact are resolved first. Ref 5.2.5 ITIL4 Foundation

The specific practices an organization uses to improve and optimize performance may draw upon guidance from ITIL, Lean, DevOps, Kanban, and other sources. Ref 4.3.7.1 ITIL4 Foundation

Each service request may include one or more of the following:

• a request for a service delivery action (for example, providing a report or replacing a toner cartridge)
• a request for information (for example, how to create a document or what the hours of the office are)
• a request for provision of a resource or service (for example, providing a phone or laptop to a user, or providing a virtual server for a development team)
• a request for access to a resource or service (for example, providing access to a file or folder)

Ref 5.2.16 ITIL4 Foundation

Integrating an organization's activities to deliver value

• Think and work holistically: Considering the existing organizational assets before building something new
• No service, practice, process, department, or supplier works in a vacuum. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer, unless it works in an integrated way to handle its activities as a whole, rather than as separate parts. All the organization’s activities should be focused on the delivery of value.

Ref 4.3.5 ITIL4 Foundation

Service desk staff require training and competency across a number of broad technical and business areas. In particular, they need to demonstrate excellent customer service skills such as empathy, incident analysis and prioritization, effective communication, and emotional intelligence. Ref 5.2.14 ITIL4 Foundation

The starting point for optimization is understanding the vision and objectives of the organization.

This is because optimization is all about making the organization more efficient and effective, and that can only be done if you know what the organization is trying to achieve.

Once you understand the vision and objectives, you can then start to identify areas where the organization can be optimized. This could involve anything from streamlining processes to improving communication. Ref 4.6.1.1 ITIL4 Foundation

The guiding principle that is focused on involving the right people in the correct roles in order to get additional buy-in for the project and increase the likelihood of long-term success is Collaborate and Promote Visibility.

This principle states that organizations should work together to share information and collaborate on solutions. This includes involving all stakeholders in the project, from the beginning to the end.

By involving the right people in the correct roles, organizations can get additional buy-in for the project and increase the likelihood of long-term success. Ref 4.3.4 ITIL4 Foundation

The objective baseline measurement is created in the "Where are we now?" step of the continual improvement model.

This step involves gathering data and metrics to assess the current state of the organization or process.

This data can be used to identify areas for improvement and to set realistic goals. Ref 4.6.1.2 ITIL4 Foundation

Decisions on how to proceed should be based on information that is as accurate as possible. Within organizations there is frequently a discrepancy between reports and reality. This is due to the difficulty of accurately measuring certain data, or the unintentional bias or distortion of data that is produced through reports.

Ref 4.3.2.1 ITIL4 Foundation

he practice that has a purpose that includes helping the organization to maximize value, control costs and manage risks is IT asset management.

IT asset management is the practice of planning and managing the full lifecycle of all IT assets.

This includes identifying, tracking, and disposing of IT assets.

IT asset management helps organizations to maximize the value of their IT assets, control costs, and manage risks. Ref 5.2.6 ITIL4 Foundation