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Example of Service Support Lifecycle

Here is an example of how the Service Support processes are integrated:

1. Service Desk - a user contacts the Service Desk to report that an application is unavailable.
2. Incident Management - the Service Desk records the Incident and attempts to restore services by following the Incident Management processes.
3. Problem Management - the root cause of the outage may be unknown, so Problem Management begins investigating and provides a recommendation that an error in the software code be modified.
4. Problem Management submits a Request for Change (RFC) to make a modification to a software application.
5. Change Management - reviews, analyses and authorizes the modifications to the software.
6. Release Management - performs the actual work of developing, building and testing the proposed solution and creates a rollout plan, communicates the activity to the business partners and performs training prior to implementation.
7. Configuration Management - records all modifications to the software in the Configuration Management Database to ensure it reflects the installed version.