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.

2. Service Support Model
Configuration
Management
Problem
Management
Release Management
Change
Management
Incident
Management

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

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

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

11. A Happy and Prosperous day to all friends.
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