ITSM Processes


An Incident is an unplanned interruption of a service. This can be a failure or degradation of the service. Incident Management is the process of effectively detecting, recording, classifying, and resolving Incidents. The goal of Incident Management is to restore service as quickly as possible.


A Problem is defined as a cause of one or more Incidents. As the cause is often not known when a Problem ticket is created, the Problem Management Process is responsible for further investigation. The goals of Problem Management are to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.


A Change is the addition, modification or removal of anything that could affect an IT service. Change Management is the process of recording, evaluating, approving, planning, and implementing a change in a controlled and efficient manner. The main goal of Change Management is to enable the Change from inception to completion, minimizing risk and disruption to IT services.


Request fulfillment is the process to manage requests for IT Services listed in the catalog.  This can be a general inquiry, a request for a consultation, or a request to move equipment. Any user may request information, access, or any other assistance for an IT service. The goal of the Request Fulfillment process is to make requests easy to submit and to fulfill them expeditiously and accurately.


Knowledge Management is the process responsible for gathering, analyzing, storing and sharing knowledge and information within an organization. The goal of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.

Configuration Management

Configuration Management is the process responsible for maintaining information about Configuration Items (CI) needed to deliver IT services. This information is maintained in the Configuration Management Database (CMDB). The goal of Configuration Management is the proper maintenance of all CIs throughout their lifecycle in support of IT services.

Training documents