The service planning process consists of three sub-processes. These are: Situation and risk analysis Delivery strategy design Decision point planning In practice, these three sub-processes are followed by a process of risk monitoring that can give input to the situation and risk analysis process. Complexity and uncertainty The terms complexity and uncertainty are used quite often in this chapter. Complexity In the context of ISPL, complexity can be regarded as the difficulty encountered in managing the available knowledge. Uncertainty In the context of ISPL, uncertainty can be regarded as the lack of available knowledge. Situation and risk analysis The analysis sub-process is divided into a situation analysis followed by a risk analysis. Situation analysis The situation of both the customer and supplier organizations has a lot of influence in the success of the Information Service acquisition process. The situation analysis is all about identifying situational factors and their values. A situational factor value says something about the relative contribution to the overall complexity or uncertainty of the service to be delivered. For both complexity and uncertainty it can have one of the following values: high, low or medium. The ISPL method provides a set of tables which aids the user in determining the situational factor values. An example of a part of such a table can be found in Table 1. The risk management strategy depends on the situation as is displayed in Figure 7. When all the situational factor values are determined it is possible to determine the overall complexity and uncertainty of the service. These two factors can be used by the manager for the Design of the service delivery strategy. Risk analysis In the #Situation analysis, complexity and uncertainty values have been attributed to each of the situational factors. In the Risk Analysis, these values are used to identify the possible risks and their probability. Examples of possible risks for the customer business are unpredictable/increased costs for the business, delays in system delivery and poor quality of service or system. Examples of possible risks affecting the quality of the service to be delivered are demotivate of service actors, unclear requirements and uncertain interfaces with other services or systems. ISPL provides tables that map situational factors to risks. An example of such a table can be found in Table 2. For each of the risks found, both the probability and impact, i.e. the consequence, are assessed. The product