Service Desk is a function that captures interactions from external and internal users of the service. Up to 100% of the function can be automated. The interaction may result in an Incident or Request. A service user may be internal or external to the organization, and has several options when seeking assistance. Knowledge Management informs the […]
Release Management is the process of coordinating and communicating the release of changes to a service. Release Management is a Service Transition process, so this flow separates the Development and Operations activities, as well as the tasks transitioning the service from Development to Operations. Demand Management allows prioritization of new services, regulatory changes, and enhancement […]
Change Management is required when a service defect or enhancement requires a code change to remediate. Change Management is a Service Transition process, so this flow separates the Development and Operations activities, as well as the tasks transitioning the service from Development to Operations. Release Management requires a change record be created as part of Release […]
Knowledge Management includes FAQs, process documents, and Known Errors related to the supported service. Known Errors can be automatically generated for Problems, and can be entered by Service Management teams. Known Errors are linked to impacted Incidents. A user of the service encounters an issue. Frequently Asked Questions (FAQs) can be reviewed by the user […]
Problem Management is triggered by Incidents caused by service outages exceeding Availability thresholds, and/or Incidents requiring long-term solutions. The Problem record is linked to the source Incident, and any subsequent Incident impacted by the Problem. Incident Management can trigger the Problem Management process under the following circumstances: Outage to service (not available) Issue cannot be fully addressed without a code […]
Incident Management is arguably the most important and visible process in ITSM, documenting the break/fix activities of a service. Flow Chart Label Tier Level Detail 1-3 1 Incidents are created via the Service Desk (1), or automatically generated by Event Management (2). The Service Management system can be configured to route Incidents based on rules. In this example, the impacted service […]
Event Management monitors Availability Management and other resources and generates alerts (email, mobile, etc.) and/or Incidents based on workflow prescribed by Service Level Management. Availability Management informs when Events impacting the service require alerting and/or responsive action. Thresholds Exceeded in the Availability Management system may indicate serious conditions like outages, triggering Events. Service Level Management dictates how […]
Availability Management is required to monitor the health of the service. Performance and Availability thresholds defined in Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) when exceeded may trigger Events. Availability Metrics are utilized to verify compliance with agreed-upon SLAs and OLAs. Infrastructure Monitoring consists of tools that track the real-time health of service […]
Service Level Management allows organizations to manage the Service Catalog, including Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) which document agreed-upon response times, thresholds, escalation paths, etc. Legal contracts with vendors, business partners, and customers often provide the basis of Service and Operational Level Agreements, specifying the contractual commitments to the health and […]
Configuration Management is at the center of ITSM. The Configuration Item (CI) is the common key linking all the ITSM processes and functions. A CI can be anything from a hardware device to a process document, but for the purposes of this example, the CI is a software application. In ITSM, we’re concerned with “servicing” […]