A type of incident involving an authorized Configuration Item (CI)

The template used by Service Desk analysts to record incidents

A set of pre-defined steps to be followed when dealing with a known type of incident

An Incident that is easy is solved at first contact

Change Management

Incident Management

Problem Management

Service Level Management

The managers of the Event and Access Management Processes

Overseeing the monitoring and escalating of IT operational events and activities

The tools used to monitor the status of the IT Network

The situation where the Service Desk manager is required to monitor the status of the infrastructure when Service Desk Operators are not available

A user calls the Service Desk to order a toner cartridge

A user calls the Service Desk because they would like to change the functionality of an application.

A Manager submits a request for a new employee to be given access to an application

A user logs onto an internal web site to download a licensed copy of software from a list of approved options

Thorough testing, to ensure that services are designed to meet business needs

To deliver and support IT Services

To manage the technology used to deliver services

To monitor the performance of technology and processes