Protects a service's agreed quality by dealing effectively and in a user-friendly way with every predefined service request a user starts (a request by a user, or someone acting for them, that triggers a service action agreed to be part of normal delivery). Requests may be for an action to be delivered, for information, for a resource or service, for access, or may carry feedback, compliments or complaints. Requests and how they are fulfilled are standardized and automated wherever possible; policies say which requests need little or no extra approval; users are given realistic expectations of how long fulfilment takes; chances to speed up fulfilment and automate more are pursued; and policies and workflows redirect anything that is really an incident or a change. It gives a route for improvement ideas, compliments and complaints and for trend and quality data; communicates to gather requirements, set expectations and report status; moves standard components through fulfilment; obtains pre-approved components through requests; and keeps users productive during delivery.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.