1.7 Service Management

All the processes described in ITIL relate to each other. Half of these processes are detailed in this book, half in the book on Service Delivery. To better understand how these processes inter-relate, consider this example life cycle of an Incident:

1. A User calls the Service Desk to report response difficulties with the on-line service.
2. the Incident Management process deals with Incident.
3. the Problem Management process investigates underlying cause and calls in Capacity Management to assist in this process. Service Level Management alerted that the SLA. has been breached.
4. the Change Management process raises and co-ordinates a Request For Change (RFC)
5. the IT Financial Management process assists with the business case cost justification for the hardware upgrade.
6. the IT Service Continuity process gets involved in the Change Management process to ensure recovery is possible onto current back-up configuration.
7. the Release Management process controls the implementation of the Change by rolling out replacement hardware and software. Release Management updates Configuration Management with details of new Releases and versions.
8. the Availability Management process is involved in considering the hardware upgrade to ensure that it can meet the required availability and reliability levels.
9. the Configuration Management process ensures the CMDB information is updated throughout the process.
10. the Customer Relationship Management process liaises with Customer throughout the process to ensure he/she is kept abreast of progress.