The presentation by Pawneshwar Datt Rai covers the service support process, detailing key areas such as configuration management, incident management, problem management, change management, and release management. It emphasizes the importance of managing IT components effectively and provides insights into improving service quality and productivity through structured processes. The document outlines various management activities, their advantages, and their impacts on IT services.

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.
This PPT presented By – Pawneshwar Datt Rai

2. Service Support Model
Configuration
Management
Problem
Management
Release Management
Change
Management
Incident
Management
This PPT presented By – Pawneshwar Datt Rai

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.
This PPT presented By – Pawneshwar Datt Rai

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
This PPT presented By – Pawneshwar Datt Rai

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

7. Change Management
Change Initiator
Change Request
Change Classification
Change Authorisation
Change Deployment
Release Management
Change Review

8. Advantage of Change Management
Reduced Impact.
Better Cost
Estimation.
Better
Management
Information.
Improved Personal
Productivity.
Increased Ability to
Accommodate
Change
Cost of Change Management
Personal Cost Tool Cast
This PPT presented By – Pawneshwar Datt Rai

9. Incident
Manageme
nt
Registratio
n
Recording
Classificati
on
Support
Diagnosis
Resolution
Service
Reques
t
Incident
Closure
Problem
Manageme
nt
Identification
Recording
Classificati
on
Problem
Resolution
Diagnosis
Error ?
Process for
Service
Request
Error
Control
Identification
Recording
Assessmen
t
Diagnosis
Solution
Error/
Problem
Incident
Closure
Change
Manageme
nt
Change
Managemen
t
Assign
RFC ?
Change
Evaluation
(PIR)
Proble
m

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
This PPT presented By – Pawneshwar Datt Rai

11. A Happy and Prosperous day to all friends.
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