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White PaperIncident management :A CA IT Service ManagementProcess MapPeter Doherty Senior Consultant, Technical Service, CA, Waterhouse Director, Product Marketing, Business ServiceOptimization, CA 2006 Table of ContentsIntroduction ..3 incident management .. 4 Event ..4 Detect ..4 Record ..4 Investigate and Diagnose ..7 Optimizing the incident management Journey ..7 Potential Issues with incident the Authors ..823 IntroductionCA s IT Service management (ITSM) process Maps providea clear representation of the ITIL best practice use the analogy of subway or underground systemtransport maps to illustrate how best to navigate a journeyof continuous IT service improvement. Each map detailseach ITIL process (track), the ITIL process activities (stations)that must be navigated to achieve ITIL process goals (yourdestination), and the integration points (junctions) thatmust be considered for process has developed two maps (Service Support Figure A;and Service Delivery Figure B), since most ITSM discussions are focused around these two critical Service Support journey represents a journey ofimproving day-to-day IT service support processes thatlay the operational foundation needed upon which to buildbusiness value.

White Paper Incident Management: A CA IT Service Management Process Map Peter Doherty — Senior Consultant, Technical Service, CA, Inc. Peter Waterhouse — Director, Product Marketing, Business Service

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