Phone Call

Self Portal

Email

Event

2. Open Service Call

3. Classification of incident

4. Incident?

5. Service Request Management

Service Level Agreement

6. Confirm Priority

7. Major Incident?

8. Major Incident Procedure

Knowledgebase / KEDB

9. Initial Diagnosis

10. Resolved By Service Desk?

11. Escalate to 2nd Line Support

12. Analyse Ticket

13. Correct Assignment?

14. Re-assign to Correct Group

15. 2nd Line Diagnosis

16. Security Incident?

17. Inform Security Team

18. Solution Found?

22. Escalate to 3rd Line Support (Supplier)

19. Solution Requires a Change?

21. Implement Solution

23. Automatic Email Notification to users to verify Resolution

24. Resolved?

25. Update Ticket to Closed

26. Require permanent solution?

27. Problem Management

28. Re-assign to appropriate 2nd Line

End