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ITIL Incident Management Service Operations Fig 4.3 Map Service Layer

(4) eTOM Process Type Perform Specific Service Problem Diagnostics (4) eTOM Process Type Escalate/End Service Problem (4) eTOM Process Type Escalate/End Service Problem (4) eTOM Process Type Perform Specific Service Problem Diagnostics (4) eTOM Process Type Create customer problem restoration plan (4) eTOM Process Type Prioritize Service Problem (4) eTOM Process Type Categorize Service Problem (4) eTOM Process Type Generate Service Problem (4) eTOM Process Type Convert Report To Service Problem Format Internal Event eMail Internal Event eMail Internal Event Phone Call Internal Event Phone Call Internal Event Web Interface Internal Event Web Interface Internal Event Event Management Internal Event Event Management Internal Result Incident Resolved Internal Result Incident Resolved (3) eTOM Process Type Close Resource Trouble Report (3) eTOM Process Type Correct & Resolve Resource Trouble (3) eTOM Process Type Issue Service Orders ITIL Service Operations Incident Identification ITIL Service Operations To request fulfilment or service portfolio management ITIL Service Operations Incident logging ITIL Service Operations Incident categorization ITIL Service Operations Incident prioritization ITIL Service Operations Major incident procedure ITIL Service Operations Initial diagnosis ITIL Service Operations Functional esculation ITIL Service Operations Management esculation ITIL Service Operations Investigation and diagnosis ITIL Service Operations Resolution and recovery ITIL Service Operations Incident closure

ITIL Incident Management Service Operations Fig 4.3 Map Service Layer

Diagram Description

This diagram is a rendition of the diagram Fig: 4.3 Incident Management process flow, extracted from the ITIL Book, Service Operation 2011, page 77.

It is intended as depicting a mechanism for achieving both ITIL and Frameworx conformance, being an arrangement of Business Process Framework processes in an order prescribed by the ITIL Book.

Issues

This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:10