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Workflow For Incident Problem Change Management

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46 views

Workflow For Incident Problem Change Management

Uploaded by

dominic.ekesiobi
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Workflow for Incident, Problem & Change Management for Technical Service

ITIL defines a problem as the cause, or potential cause, of one or more incidents. A known error is defined as
a problem that has been analyzed but not resolved, while an incident is a single unplanned event that causes a
service disruption.

1. Incidence Management Workflow

Workflow User Task Responsibility


Incidence Identification • Differentiate between request and Control room, Customer
incident; create request/Incident ticket Service, Maintenance Mail
by mail
Incidence Logging • Reported incidence documented into Service Desk
incidence Log/Register
Incidence Categorization • Gather more helpful information for Service Desk
impact and urgency to prioritize incident
Investigation & Diagnosis • Diagnosis and checks done, Solution Maintenance team
carried out,
• resolve incident by change request Escalation Team
Resolution & Recovery • Issue resolved confirmation Service Desk
• Documentation of Resolution Service Desk
Review • Customer satisfaction survey Customer Service
Closure • Confirmation of Satisfaction Customer Service

2. Problem Management Workflow

Workflow User Task Responsibility


Problem Identification • review incidents Control room, Customer Service,
• Create problem ticket by mail Maintenance Mail
Problem Logging • Reported Problem documented Service Desk
into Problem Log/Register
Problem Categorization • Evaluate with more helpful Service Desk
information for impact and
urgency to prioritize the
problem
Investigation & Diagnosis • Troubleshoot Problem, Maintenance team
• Access Knowledgebase, Contact Escalation Team
OEM Support, Solution carried OEM Resolution
out
Resolution & Recovery • Issue resolved confirmation Service Desk
• Documentation of Resolution Service Desk
Review • Customer satisfaction survey Customer Service
Closure • Confirmation of Satisfaction Customer Service
• Close problem that cannot be
fixed
3. Change Management Workflow
Change Management control and automate the approval process and eliminate the need for memos, emails, and
phone calls based on the following workflows.

Workflow User Task Responsibility


Change Registration & • Create a new change request Service Desk, Customer
Categorization • Approach the change owner with the Service
change request
Risk and Impact Analysis • Assess the risk and impact of a change Service Desk
Plan and Schedule • Prioritize a change request Service Desk
• Plan and schedule a Standard /emergency
change
Authorization • Approve a change request Escalation team,
change owner
Execution • Implement a Standard/emergency change. Maintenance team
Escalation Team

Abandoned • Abandoned change request that is not Service Desk


approved
Review & Post • Review and close a change Service Desk
Implementation
Closure • Review and close a change Service Desk

4. Service Desk Workflow


The Service Desk workflow is a sequence of connected steps in the life cycle of a support or service request. A
Service Desk request goes through several phases to complete the workflow's life cycle.

Incidence Identification User Task Responsibility


Service Request Logging • Register a complaint, incident, Problem Control Room, Customer
• Register a request for information or Service
change
• Create, Close, Resubmit, Update, and
View a self-service request
• Reported service request documented
into Request/incidence Log Register

Service Desk
Service Categorization • Differentiate between request, incidence, Service Agent
and problem
• Gather more helpful information for
impact and urgency to prioritize
incident/problem
• Update interaction with the maintenance
team
Work in progress Service Agent
Review Service Agent
Closure Close a first-time-resolved Service Desk Service Agent
interaction
Close an existing Service Desk interaction

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