1 Introduction
1.1 Service Management System
1.1.1 Kick Start Library
1.1.2 Module Incident Management
2 Module Scope
2.1 Incidents
2.2 Process Objective
2.3 Process Owner
2.4 Process Description
2.5 Incident Processing Methodology
2.6 Business Benefits
2.7 Customer Benefits
2.8 Service Indicators (Sn)
2.9 Operational Indicators (On)
3 Associated Procedures and Quality and Process Indicators
3.1 Service and Operational Indicators
3.2 Associated Procedures
3.3 Glossary of Abbreviations
3.4 Process Planning Template
4 Design your own Service Management System
4.1 Building Blocks
4.2 Establish the Inputs:
4.3 Establish the Outputs.
4.4 Establish the value-added tasks.
4.5 Process Template Summary
4.5.1 Understanding Whom the Customer is.
4.5.2 Types of Customers and their Service Requirements.
4.6 Incident Desk
4.7 Problem Management
4.8 Code Control
4.9 Design Authority
4.10 Design Authority – 2 Technical Support
4.11 Capacity Management
4.12 Software Distribution
4.13 Supplier Management
4.14 Maintenance
4.15 Capacity Management
4.16 Support
4.17 Service Quality Assurance
4.18 Performance Monitoring
5 Producing A Macro Flowchart Of The Process.
5.1 Macro Flow Chart example
5.2 Macro Process Flowchart
5.3 Macro part 2
6 Service Management System
7 Service Management System
7.1 Incident Management SMS
8 Performance Monitoring
8.1 Incidents fixed Over time ( Optimum performance to achieve SLA)
8.1.1 Distribution Graph explained
8.2 Incidents fixed over time ( Live Data overlaid)
8.2.1 Live Data Graph explained
8.3 Graph Plotting Optimum Data
8.4 Graph Plotting Live Data overlay ( measured across 2166 incidents)
8.5 Graph Plotting Live Data overlay ( Showing Formulas)
8.6 Monitoring Referral Groups
8.6.1 Incident Management Daily Report
8.6.2 Daily incident report explained
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