Closed Loop Incident Process

Closed-Loop Incident Mgmt Process
Incident management from diagnosis to automated resolution
1
Identify service
performance
degradation
2
Troubleshoot
problem to
isolate root
cause
3
Identify
changes to be
implemented
4
Create TT/RFC
to implement
change
5
Implement and
automate
change to close
RFC
6
Update CMS
(Federated
CMCB)
1. Identify service
performance issue
Business service
management
2. Gather data to identify
root cause
3. Create RFC to
make change
4b. Review, assess, plan and
govern change
IT service
management
4a. Initiate change
5b. Close change
request?
6. Update Configuration Management System
Configuration Management System (Federated CMDB)
5a. Implement change
Business service
automation
• Key processes—incident, change and configuration—need to be tightly linked
• Seamless process linkage requires tools to be consistently service-oriented
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