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. Related content feature Key IT initiatives reshape the CIO agenda While cloud, cybersecurity, and analytics remain top of mind for IT leaders, a shift toward delivering business value is altering how CIOs approach key priorities, pushing transformative projects to the next phase. By Mary Pratt May 30, 2023 10 mins IT Strategy IT Leadership opinion Managing IT right starts with rightsizing IT for value While there are few universals when it comes to saying unambiguously what ‘managing IT right’ looks like, knowing how to navigate the limitless possibilities of IT is surely one. By Thornton May May 30, 2023 6 mins Digital Transformation IT Strategy IT Leadership feature Red Hat embraces hybrid cloud for internal IT The maker of OpenShift has leveraged its own open container offering to migrate business-critical apps to AWS as part of a strategy to move beyond facilitating hybrid cloud for others and capitalize on the model for itself. By Paula Rooney May 29, 2023 5 mins CIO 100 Technology Industry Hybrid Cloud feature 10 most popular IT certifications for 2023 Certifications are a great way to show employers you have the right IT skills and specializations for the job. These 10 certs are the ones IT pros are most likely to pursue, according to data from Dice. By Sarah K. White May 26, 2023 8 mins Certifications Careers Podcasts Videos Resources Events SUBSCRIBE TO OUR NEWSLETTER From our editors straight to your inbox Get started by entering your email address below. Please enter a valid email address Subscribe