IT Operations Workflows

Incident Process

User

incident

User searches for

knowledgebase

Found

Resolution?

Refer Knowledgebase and self-resolve

No

Yes

Issue

Resolved?

Self-Closure

No

Incident Management

Self Help Workflow

Phone Call

Incident Identification & Logging

Incident Categorization

KB not found / KB didn’t

resolved issue

IT service portal Email

Service Request Request Fulfillment

Management

Incident Prioritization

No

Yes

Functional/Technic

al Escalation?Management Escalations/

Diagnosis

Investigation & Diagnosis

C1

Functional

Technical

Incident Process Flowchart

C1

Resolution & Recovery

Change Required Change Management

Incident Closure

Yes

No

Incident Process Flowchart