Posted by: buzina | March 9, 2009

Incident & problem management overview chart


 
See the update on Incident & Problem Management Revisited. The new post contains a more detailed chart on Incident & Problem Management interaction.
 

As I promised here I would like to show you my own flow chart, which includes incident & problem management.

See Also:

THE ITSM SERIES

  1. Incident Management
  2. Problem Management
  3. Change Management
  4. Release Management
  5. Service Level Management
  6. Service Request Fulfilment

As I believe a flow chart is not a perfect representation of such processes they do not convey all that such a process can do. Both processes are inherently jumpynon-deterministic. Even if the process seems to force a service desk agent to go through the full chain of diagnosis&analysis as well as resolution&recovery steps in order to escalate to 2nd level, this is not how it is supposed to be. I just don’t like having a decision behind every single process step. Escalations, references to problem management and re-assignments to other teams will be common and not restricted to the defined endpoints of a flow chart element.

Combined flow chart of incident & problem management

Combined flow chart of incident & problem management

 

The individual steps of the flows correspond to the posts on incdent– and problem management.


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