• Processes in Service Operations
• Incident Management
• Problem Management
• Change Management


• Incident Management
• Any interruption in service is raised as an Incident
• Purpose is to restore normal service operations
• Purpose is to minimise the effect by workaround if restore is not possible
• Impact and Urgency are defining the Priority
• Challenges
• Detect an incident as soon as possible
• Incident workaround or resolution should get documented
• Incident assignment for L1, L2 and L3 support
• Correct assignment of priority in automated generated incidents
• Example:
• Not able to login in system
• Not able to swipe the swipe card
• Not able to send an emails


• Problem Management:
• Two or more incidents will raise problem
• Problem is to find out permanent solution for incidents through change.
• Reactive and Proactive Problems
• Known Error
• Workaround
• Examples:
• If we got more than one incidents like 10 users incidents that they are not able to login into system, it means something wrong with system.
• If we got more than one incidents for swipe card, it means the swipe machine has an issue rather than the swipe card, so we will raise one Problem for all the incidents and instead of working 10 engineers on incident will assign one engineer on Problem to fix all the incidents.


• Change Types:
• Change is to enable beneficial changes to be made with minimum disruption to existing services.
• Definition: Change is “the addition, modification or removal of anything that could have an effect on IT services”.
• Normal Change –
• go through routine change
• go through all the process
• Any service change that is not a standard change or emergency change.
• Standard Change –
•  pre-approved change—
• relatively low risk
• A pre-authorized change that is low risk, relatively common and follows a procedure or work instruction.
• Emergency Change –
•  must be deployed as soon as possible within 24 hours like system go down, serious defect.
• IT should have different group of approval(CAB=Change Advisory board)
• A change that must be implemented as soon as possible, for example to resolve a major incident or implement a security patch.