Service Coverage:

It was decided to 'start small'. This 'small' is currently covering all services provided by IT and GS departments, and part of HR and FP.

We have incorporated placeholders to attach the the other services provided by FP and HR departments, plus some other groups from other sectors. We expand our scope constantly.

We welcome requests from service providers in other departments to profit from the framework (tools and processes) we have implemented and support.

We want to stress that adopting the concepts and the tools does not imply any change in structure. We are not building an empire, we are creating an infrastructure that enables smooth collaboration across organizational boundaries with a user service perspective in mind.

Process coverage:

We decided deliberately to start with two processes, incident management and request fulfillment,out of 24 documented in ITIL. These are the 'user facing' processes.

Since we have rolled out knowledge management, and offer support for change management, service level management, event management and other best practice processes to service providers that are ready and willing to use them.

There are plans to further extend the scope with other processes like problem management (in progress), configuration management and more.