The following excerpt on the lifecycle of an incident of service support comes from the IT Infrastructure Library’s book Service Delivery (published by The Stationery Office). It demonstrates the process-oriented approach to dealing with an end-user’s complaint of sluggish Internet access:
¿A User calls the Service Desk to report the online service is delayed.
¿Problem 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.
¿The IT Financial Management process assists with the business-case cost justification for any upgrade.
¿IT Service Continuity gets involved in the change management process to ensure recovery is possible onto current backup configuration.
¿The Release Management process controls the implementation of the change by rolling out replacement hardware and software.
¿The Availability Management considers the hardware upgrade to ensure that it can meet the required availability and reliability levels.
¿The Configuration Management process updates the configuration management database throughout the process.