Service governance

The portfolio describes each service, how it is funded, its associated costs and ownership boundaries, and its current performance and identified conflicts.

[7] Well-established practices are used to design measures and metrics for the organization and to meet the requirements of the corporate mission, charter, and policy.

[11] ESM provides an integrated view of core service business processes, often in real-time, using common databases.

ESM systems track: business resources, including people, parts and assets; and the status of customer commitments, such as service requests, orders, repairs and service-level agreements (SLAs).

ESM facilitates information flow between departments and coordinates activities with external resources involved in the service business process.