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