Form No.

: SIL-IT- 003 Version: 00 Issue Date:

24.01.22

Requester
1
9
SPFTL

Submit Incident 15
Ticket Yes
or Service Incident Closed
Closed?
Request

No
Service Desk Analyst

3
2 Service Desk
Create Incident Responsible Yes
Record for
Resolution?
5
Refer Request 4
No Resolve Request
to Appropriate
Support Group
Resolver Group

6 For Example
Appropriat -Procurement
No -IMAC Coordination
e Support
Group -IT Security Management
Process -System Support
-User ID Admin No
Service Desk
or Resolver

10
Group

7 8 11
Handle
Resolution Yes Set to Closed Escalation
Resolution Non-
Successful? Pending Status Required?
concurrence

Yes
12
Ongoing Handle
16
SPFTL Incident

Handle Incident Escalation

Coordinator

Exceptions
13 14
-Incident about the breach SLAs Problem Problem
-Incident that have breached SLAs Yes
Management Managem
-End User escalation Required? ent
-Unassigned incident
-Excessive incident reassignment

Status of Incident or Request

Prepared by: Head of IT Approved by: COO