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ITIL Incident Management Service Operations Fig 4.3

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 (4) eTOM Process Type Escalate/End Resource Trouble (4) eTOM Process Type Escalate/End Resource Trouble (4) eTOM Process Type Perform Specific Resource Trouble Diagnostics (3) eTOM Process Type Issue Service Orders (4) eTOM Process Type Convert Report To Resource Trouble Format (3) eTOM Process Type Create Service Trouble Report (4) eTOM Process Type Perform Specific Resource Trouble Diagnostics (4) eTOM Process Type Prioritize Resource Trouble (4) eTOM Process Type Categorize Resource Trouble (4) eTOM Process Type Generate Resource Trouble

ITIL Incident Management Service Operations Fig 4.3

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.

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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