This presentation provides an overview of the key components of a service support process: configuration management, problem management, release management, change management, and incident management. It describes the basic functions and benefits of each component. Configuration management involves managing IT components, configurations, and the configuration management database (CMDB). Problem management involves identifying, diagnosing, and resolving problems and errors. Change management involves controlling and tracking changes to minimize impacts. Release management coordinates testing and deployment of releases. Incident management handles detection, classification, and resolution of incidents. Together, these components work to improve IT service quality, user productivity, and support efficiency.
1. Service Support Process
This PPT going to presented by
Pawneshwar Datt Rai.
This is a general PPT on that topic
which provides you a basic knowledge
about the topic.
3. Configuration Management
Managing IT Component
and Services.
Efficient Problem
Solving.
Improved Security.
Rapid Process of
Changing.
Better Support for Other
Process.
Preventing the Use legal
Software.
Configuration
Item
Item Attributes
CMDB
Configuration
Manager
Cost Of Configuration
Management
Expenditure
People
Time
4. Incident Management
Detection of incident and recording.
Classification of incident and initial
support.
Investing and Diagnosis of incidents.
Resolution and Recovery.
Incident closure.
Incident ownership, monitoring and
communication.
Prioritisation of Incident based upon
impact and urgency.
5. Problem Management
Error in Infrastructure
(Presumptive Cause,
Contributing Cause, Root Cause)
Incident
Problem
Known Error
RFC-Request for Change(Problem
Control, Error Control)
Solution
Advantage of Problem Management
Improved IT service Quality
Increased User Productivity
Increased support
productivity
Increased service reputation
Improved Incident recording
Incident Management Vs Problem Management
Restoration Vs Root Cause
Combat Vs Remedy
Reactive Vs Pro – Active
Customer Interaction
6. Problem Control :Tracking and Monitoring of problem
Error Control : Tracking and Monitoring of Error
Problem
Identification
and Recording
Problem
Classification
Close
Error and
Associated
Problem
Recording
of Error
Resolution
Error
Assessment
Error
Identification
and
Recording
Problem
Investigation
and
Diagnosis
RFC,
Problem
Resolution
and Closure
ChangeManagement
Flow Chart of Problem And Error Control in Problem
Management
10. Release Management Process Flow
Approved Change
Release Planning
Release Building
Acceptance Testing
Release Preparation
Release Deployment
Change Review
Advantage of Release Management
Minimised Errors and Risk.
Involvement of Uses in testing.
Ensure High Quality of Releases.
Put Check on Illegal Software Uses.
Helps in Better Planning.
Helps in Tracking Changes
11. A Happy and Prosperous day to all friends.
This PPT presented By –