Joined: Aug 11, 2006 Posts: 262 Location: Netherlands
Posted: Sat Oct 07, 2006 6:30 am Post subject:
The operational processes (service supt) focus on user support (as the name already suggests). The interdependencies between these processes are very cyclical / consecutive: an incident leads to a problem leads to a change leads (through a release) to an adjustment of a configuration item and its administration (and the adjustment of the item will most likely lead to yet another incident).
The tactical processes (service delivery) are business driven. Their relationships are more like a spiderweb. Service level management is in the center, and all other processes at the edge of the web. If you alter one process, all the others will 'tremble' within the web.
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