3.3.1 Example Value Stream: Request to Resolve Incident

This value stream describes the steps taken from a user reporting an issue to the service being restored. Steps:

1. Engage: User experiences an issue and contacts the Service Desk. The Service Desk logs the Incident (using the Incident Management practice). (Alternative entry: An Event is detected by Monitoring and Event Management, triggering an incident automatically).
2. Deliver & Support: The Incident is diagnosed and resolved (using the Incident Management practice). This may involve using knowledge articles, collaborating with technical teams, and accessing information from Service Configuration Management about the affected components.
3. Engage: The Service Desk communicates updates to the user and confirms resolution.
4. Improve: If the incident indicates an underlying issue, a Problem is created (Problem Management). The Problem investigation may identify a permanent fix, leading to a Change Enablement request. The resolution of the Problem may be implemented through a Change, potentially involving Deployment Management and Release Management. The incident data is used for trend analysis in Problem Management. The entire process is reviewed for Continual Improvement."