⚙️ Process & Workflows — IT Service Management
Service Lifecycle
ITSM Service Lifecycle
Click any step to expand · 5 steps
1
🎯Service Strategy
2
✏️Service Design
3
🔄Service Transition
4
⚙️Service Operation
5
📈Continual Improvement
SLA Management Process
SLA Components
| Component | Description | Example |
|---|---|---|
| Scope | Services covered | Email, VPN, ITSM portal |
| Availability | Agreed uptime | 99.5% monthly |
| Response Time | Time to acknowledge | P1: 15 min, P2: 1 hour |
| Resolution Time | Time to fix | P1: 4 hours, P2: 8 hours |
| Hours of Coverage | Support hours | 24×7 for P1, business hours P3–P4 |
| Reporting | Frequency and recipients | Monthly, sent to business sponsor |
| Escalation | Who to contact if breached | Service Owner → ITSM Head → CIO |
SLA Review Cycle
- Monthly: Performance report vs. SLA targets; breach analysis
- Quarterly: Trend review; improvement actions tracked
- Annual: Full SLA renegotiation; capacity and cost review
CMDB Data Model
CI Classification Levels
Layer 1 — Business Services (CRM Platform, ERP System)
Layer 2 — Technical Services (Application Tier, Database Tier)
Layer 3 — Application CIs (App Server, Middleware)
Layer 4 — Infrastructure CIs (Server, Storage, Network Device)
Layer 5 — Supporting CIs (OS, Software, Certificate, Licence)Minimum CI Attributes
| Attribute | Purpose |
|---|---|
| CI Name | Unique identifier |
| CI Class | Category (Server, Application, Network) |
| Status | Installed / In Use / Retired |
| Owner | Team or individual accountable |
| Environment | Production / Dev / Test |
| Dependencies | Upstream / downstream CIs |
| Managed by | Discovery / manual |
Service Request Fulfilment Process
| Step | Activity | Owner | Target Time |
|---|---|---|---|
| 1 | User submits request via portal | End User | — |
| 2 | Auto-classification and routing | ITSM Tool | < 2 min |
| 3 | Approval (if required) | Approver | < 4 hours |
| 4 | Fulfilment execution | Fulfilment Team | Per SLA |
| 5 | User confirmation | End User | < 24 hours |
| 6 | Closure and survey | Service Desk | Automatic |
Key ITSM Metrics
| Metric | Target | Source |
|---|---|---|
| SLA compliance rate | > 95% | SLA Manager |
| Service availability | Per SLA (e.g. 99.5%) | Monitoring |
| First Contact Resolution (FCR) | > 75% | Service Desk |
| Customer Satisfaction (CSAT) | > 4.2 / 5 | Surveys |
| CMDB accuracy | > 95% | CMDB Audit |
| Mean Time to Fulfil requests | Per SLA | ITSM Tool |
Downloadable Resources
| Resource | Format | Download |
|---|---|---|
| SLA Tracker | Excel | ⬇ Download |
| CMDB Audit Sheet | Excel | ⬇ Download |
| Service Charter | Word | ⬇ Download |
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