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 brandpost Sponsored by SAP When natural disasters strike Japan, Ōita University’s EDiSON is ready to act With the technology and assistance of SAP and Zynas Corporation, Ōita University built an emergency-response collaboration tool named EDiSON that helps the Japanese island of Kyushu detect and mitigate natural disasters. By Michael Kure, SAP Contributor Dec 07, 2023 5 mins Digital Transformation brandpost Sponsored by BMC BMC on BMC: How the company enables IT observability with BMC Helix and AIOps The goals: transform an ocean of data and ultimately provide a stellar user experience and maximum value. By Jeff Miller Dec 07, 2023 3 mins IT Leadership brandpost Sponsored by BMC The data deluge: The need for IT Operations observability and strategies for achieving it BMC Helix brings thousands of data points together to create a holistic view of the health of a service. By Jeff Miller Dec 07, 2023 4 mins IT Leadership how-to How to create an effective business continuity plan A business continuity plan outlines procedures and instructions an organization must follow in the face of disaster, whether fire, flood, or cyberattack. Here’s how to create a plan that gives your business the best chance of surviving such an By Mary K. Pratt, Ed Tittel, Kim Lindros Dec 07, 2023 11 mins Small and Medium Business IT Skills Backup and Recovery 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