Continuous Process Improvement: Sometimes called continual improvement, this is the ongoing enhancement of products, services, or processes through incremental and breakthrough improvements. These efforts can seek “incremental” improvement over time or “breakthrough” improvement all at once.

Information Technology Service Management (ITSM): This encompasses the activities performed by an organization to design, build, deliver, operate, and control IT services offered to customers. A Service Desk is a primary IT function within the discipline of ITSM as defined by ITIL.

Proactive Problem Management: This focuses on identifying and solving problems and known errors before further incidents related to them can occur again.