The following excerpt on the lifecycle of an incident of service support comes from the IT Infrastructure Library\u2019s book Service Delivery (published by The Stationery Office). It demonstrates the process-oriented approach to dealing with an end-user\u2019s complaint of sluggish Internet access: \u00bfA User calls the Service Desk to report the online service is delayed. \u00bfProblem Management examines underlying causes and calls in capacity management. Service-level management is alerted that the service-level agreement has been breached. Request for change raised if appropriate. \u00bfThe IT Financial Management process assists with the business-case cost justification for any upgrade. \u00bfIT Service Continuity gets involved in the change management process to ensure recovery is possible onto current backup configuration. \u00bfThe Release Management process controls the implementation of the change by rolling out replacement hardware and software.\u00bfThe Availability Management considers the hardware upgrade to ensure that it can meet the required availability and reliability levels. \u00bfThe Configuration Management process updates the configuration management database throughout the process.