Which process analyses services that are no longer viable and when they should be retired?

Change management controls the lifecycle of individual changes to minimize risk and disruption, but it does not evaluate strategic viability or authorize service retirement decisions.

Service portfolio management governs every service from conception through active delivery to retirement. It includes a structured evaluation that assesses whether each service remains strategically aligned and is delivering sufficient value. When a service is found to be no longer viable, service portfolio management is the process that formally decides and plans its retirement from the active portfolio.

Service level management focuses on defining, negotiating, monitoring, and reporting on service level agreements - it does not assess whether a service should continue to exist or be retired.

Business relationship management maintains the relationship between the IT provider and business customers and may surface dissatisfaction, but it does not formally analyse service viability or have authority to retire services.