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ISO 20000 Processes (I)

Incident, Change, Configuration & Service Level Management

Incident Management

Incident Management deals with the elimination of incidents and accepts any other service requests that are raised at the Service Desk. This process also ensures that customers are always kept up-to-date about the current status of their requests. If Service Level Agreements (SLAs) might be violated, customer representatives need to be informed as well.

Incident Management focuses on the quickest possible solution to restore service operation and on reducing an incident's effects to a minimum. To clarify the underlying cause, close cooperation with the Problem Management process is required.

Change Management

Change Management is responsible for the standardised processing of changes to the infrastructure and its components (configuration items). This process is triggered every time a Request for Change (RFC) is raised by an authorized user or by one of the other processes. Major requests for change must be approved by the Change Advisory Board (CAB) before they are implemented.

The objective of Change Management is to ensure the smooth implementation of changes to avoid any disturbances during normal operation and thus increase customer satisfaction.

Configuration Management

Configuration Management maintains a logical model of all infrastructure components (configuration items, CIs) including dependencies between them. This process is triggered every time a configuration item needs to be added to the configuration management database (CMDB) or requires modification.

Configuration Management is also responsible for carrying out CMDB audits on a regular basis to identify and correct deviations from the actual infrastructure. The CMDB forms an important source of information used by the other processes.

Service Level Management

Service Level Agreements (SLAs) define the services that are to be rendered by the IT service provider. Describing a service using objective metrics, SLAs provide the basis for managing the relationship between the Provider and the customer.

Service Level Management is the process of planning, coordinating, drafting, agreeing, monitoring, and reporting on Service Level Agreements. In addition, regular service reviews are part of this process to ensure that the required and cost-justifiable service quality is maintained and gradually improved.

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Would you like to learn more about our portfolio regarding process modelling? Part 2 of our processes includes details & diagrams for additional ISO 20000 processes. For more information about our services regarding business process modelling, please refer to our overview. Do you have any further questions? Please feel free to contact us.