Context

Users are calling into the customer service line to complain that they are unable to place an order online. The company must quickly determine the cause of the problem and resolve it because they know that in an Internet world, most customers simply go to another company's Web site and order from them, possibly a lost customer.

Description

Steps	Process and Activity	Roles	Work products	Tools
External user calls the customer service line. An incident record is created.	Request Fulfillment Receive and Approve Service Request	Request Analyst	Service Request	Service Desk – User Contact Management
	Request Fulfillment Fulfill or Route Service Request	Request Analyst	Incident	Service Desk – User Contact Management
The operator tells the user to try a few things, but it still doesn't work so he escalates the incident.	Incident Management Classify Incident and Provide Initial Support	Incident Owner	Incident
Using documented procedures, a Level 2 technician logs into a series of shopping cart servers and identifies that the shopping cart application requires a new patch level.	Incident Management Investigate and Diagnose Incident	Incident Analyst	Incident	OMEGAMON – Investigate and Diagnose Incident ITM – Investigate and Diagnose Incident TEC – Investigate and Diagnose Incident CAM RTT – Investigate and Diagnose Incident
The operator creates a change request with emergency priority.	Incident Management Resolve Incident and Recover Service	Incident Analyst	Change Request	ITM – Resolve Incident and Recover Service OMEGAMON – Resolve Incident and Recover Service TEC – Resolve Incident and Recover Service
The operator also monitors the situation and keeps the user informed until the change is made.	Incident Management Own, Monitor, Track, and Communicate Incidents	Incident Manager	Incident
A change request is received for the server that needs a recent patch.	Change Management Accept and Categorize Change	Change Manager	Change Request
An extensive analysis is performed to determine the ramifications of the proposed change. This will affect several organizations and applications. All servers that provide that service need the patch.	Change Management Assess Change	Change Assessor	Change Request	TBSM – Assess Change
Change is approved and assigned to the Change Owner.	Change Management Authorize and Schedule Change	Change Assessor	Change Request
Release Manager is notified of the approved change.	Change Management Coordinate Change Implementation	Change Owner	Change Request
The Release Owner arranges the release for emergency deployment.	Release Management Plan Release Strategy	Release Owner	Release Strategy
	Release Management Design and Build Release	Release Specialist	Release	ITCM - Design and Build Release
	Deployment Management Perform Deployment	Release Owner	Deployment Program Plan	ITCM - Plan Deployment Program TPM - Plan Deployment Program
The patch is deployed successfully and recorded.	Deployment Management Perform Deployment	Deployment Specialist	Implementation Progress Data	ITCM - Deployment Management TPM - Perform Deployment Management
The deployment is verified and the status of the change record is updated.	Change Management Review and Close Change	Change Manager	Change Request
The Level 2 technician verifies that the change has fixed the incident and communicates this to the user.	Incident Management Close Incident	Incident Owner	Incident Communication to User

Obtaining more information

To get more information, talk to a representative, purchase IBM® Service Management tools, or visit the IBM Service Management page.