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ITIL :: View topic - service Management Process Flow
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service Management Process Flow

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Joined: Oct 15, 2007
Posts: 5

PostPosted: Mon Oct 15, 2007 5:11 pm    Post subject: service Management Process Flow Reply with quote


under service management unberell we include 5 major processes viz...
1.problem mgmt
2.change mgmt
3.configuration mgmt
4.incident mgmt
5.request mgmt.

now i guess there should be a flow in which all these processes occur or be invoked.

i guess the order is

incident mgmt-->problem mgmt-->change mgmt-->configuration mgmt.
request mgmt------>

i want to know more abt every possible process flows.
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Senior Itiler

Joined: Sep 05, 2007
Posts: 57

PostPosted: Mon Oct 15, 2007 8:04 pm    Post subject: Reply with quote

Hi add,
The flow you described is something that may happen in the case

An incident is spotted
A known error is identified and a problem record associated to it
The root cause is found and a fix provided
The fix is released

Within the ITIL service management activities you may find much more scenarios that may involve one ore more process among the one you mentioned.

The only stable relation between processes I see concerns problem management and incident management since problem management sits on incident management. (only in the case of a very proactive problem management you can deal with problems that are not related to underlying incidents, but this is rare)
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