Service Incident Management Process Flow
           Service Monitoring
                                                                            2                   4                                           5
                            Assess Impact                       No                                                          Yes          Confirm 
                             And Create           High Impact?        Execute Initial        Restore            Restored?            Restoration and 
                               Ticket                                   Diagnosis                                                         Close
          Event                  1                                                                                                                                          End
                                                         Yes       3                                                  No
                                                                     Engage FLM / SP
         Service Support Tier 2                                                                                                         8
                                                                                                                                     Confirm                                End
                                                                                        Investigate &                            Restoration and                      No
                                                                                  6                             Restore                                 High Impact?
                                                                                          Diagnose                                    Close
                                                                                  7                                                                            Yes
                                                                                    Engage FLM / SP / 3LS
           Incident Manager
                                                 9a                                       9b                       9d                        10 Assess need for 
                                                                                                                Coordinate                                 RCA
                                                 Confirm Impact                      Open Technical            Diagnosis & 
                                                                                         Bridge                Restoration
                                                                                                                9c
                                                                                                                                             11 Create Incident 
                                                                                                           Manage Incident                                Report
                                                                                                            Communication
                     Problem Management Process Flow
          Problem Submitter
  Customer Request                         3
                        1             Create 
                                     Problem 
   Incident Closed                    Ticket
    Failed Change
                                             Search
           Problem Manager                    5                                           1
                                     4            Knowledge Base                         Update               Problem Closed
                           2          Prioritize & 
                   Proactive          Categorize                                          2
                    Problem            Problem                        8
                  Identification                                   Review & 
 Bulletins / Analysis                         Create                Approve                                   Assess & Close 
                                             6                                                           1        Ticket
                                    Investigate & 
                                     Diagnose                                                            1
           Problem Assignee            (RCA)                                                    1
                                                     7                 9                              Raise CR for 
                                                  Investigate     Engage FLM / SP / 
                                                  Solution or     3LS/Customer     Develop & Test 0  Implementatio
                                                 Workaround       MNO                                     n
                          Change Management Process Flow
   Subject Matter Expert
                                         Technical 
                                         Evaluation
                                         5
     Change Manager                      b                         6
                1 Review                  Review             Authorize                    No
                     Planned Work         Request          Change / (E)       Approved?
                                                            CAB Review
                                         5
   Change Coordinator                         Normal
                       Receive,          a                                                   8b                                    1
                2 Analyze,             3                                    Yes             Coordinate          1                A&C DB 
                      Document,        Change Type?                                       Implementatio    Review Results        Updated / 
                                                                                                n                               Close Ticket
                     Create Change                                                                              0                  1
                         Ticket                                        7             Complex
                                              Standar                    Prepare                          Success?
                                              d                          Change      Single
  Change Implementer                       4                                                8                          Fail
                                                                                            Implement         Result?  ?        Rollback
                                                                                            a
      NOC Monitoring
                                                                                      Support Implementation (Verify Network Status, Request 
                                                                               9                    Rollback, Create Incident)