Practical IT Service Management: A Concise Guide for Busy Executives

APPENDIX 4: A SIMPLE IT SERVICE MANAGEMENT FLOW WITH INTERACTIONS AMONG DIFFERENT PROCESSES

[Note: This is just a typical example. Responsibilities may overlap or be done together in various organisations.]

Example: Problem in a finance department

•  All finance servers (CIs) freeze up every Monday. Need a reboot to begin work. Data often gets corrupted. Finance Department calls the Service Desk and logs the same request every Monday. Service Desk assigns call to Incident Management Team. Incident Management arrives and reboots the servers every Monday.

•  Problem Management notices the trend and pattern of calls from Finance Department. Solution not available in known error database, hence it decides to investigate the problem. After investigation ...