Module 1: Continual Improvement

• This module provides best practice guidance on how to adapt an organization’s services with changing business needs through the ongoing improvement of products, services, practices, or any element involved in the management of products and services.

Module 2: Service Level Management

• This module provides best practice guidance on how to set clear, business-based targets for service utility, warranty, and experience, and to ensure that service delivery and use is properly assessed, monitored, and managed against these targets.

Module 3: Relationship Management

• This module provides best practice guidance on how to establish and nurture the links between an organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.

Module 4: Information Security Management

• This module provides best practice guidance on how to protect the information needed by an organization to conduct its business. This includes understanding and managing risks to theconfidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication and nonrepudiation. The practice underpins the strategy and operations of all modern organizations, regardless of how many IT systems they use for conducting their business.

Module 5: Supplier Management

• This module focuses on how to ensure that an organization’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services. This includes creating an optimized sourcing strategy, as well as closer and more collaborative relationships with key suppliers in order to uncover and realize new value and reduce the risk of failure.