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 […]
IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers. The main focus is to deliver satisfactory service to the end user customer. ITSM involves a shift from managing IT as stacks of individual components to focusing on […]