Supporting Material: Process Selection Guide

ITUP contains a large number of IT processes. Not all of them can be implemented at one time. The following table identifies typical IT pain points and the ITUP processes that will help you address those pain points.

IT pain points and processes
Pain Point	Primary IT Processes	Secondary IT Processes
Service outages not resolved quickly	Incident Management	Problem Management
Service target levels often not met	Service Level Management
Uncontrolled IT changes causing significant issues	Change Management
System errors are not discovered until they are encountered by users	Event Management	Service Execution
Security policies exist individually and are not used as a grand policy	Security Management
Software releases are not rolled out in a consistent, controlled manner	Release Management	Deployment Management
Subject matter expertise tends to be localized, not shared	Knowledge Management	Problem Management
Difficult to understand what systems make up the IT infrastructure or how those systems are related	Configuration Management	Asset Management
Difficult to understand and access standard IT services	Service Catalog Management Request Fulfillment
Major service outages are restored slowly and with much difficulty	IT Service Continuity Management
Gaining access to important assets is carried out in an ad hoc and inconsistent manner	Identity and Access Management
Availability and capacity of services does not meet the needs of the business	Availability Management Capacity Management	Demand Management