Object Referenced from model Referenced from object Referenced from attribute
1st Level Support Assign impact and urgency Assess impact on Users Responsible role
Assign impact and urgency Establish contact with the user Responsible role
Assign impact and urgency Give a prognosis Responsible role
Assign impact and urgency Identify Users affected Responsible role
Incident classification and initial support Assess related Configuration Details Responsible role
Incident classification and initial support Classify Incident Responsible role
Incident classification and initial support Close Incident Responsible role
Incident classification and initial support Inform Problem Management Responsible role
Incident classification and initial support Inform user Responsible role
Incident classification and initial support Match against Known Errors and Problems Responsible role
Incident classification and initial support Provide initial support Responsible role
Incident classification and initial support Route to a specialist support group Responsible role
Incident closure Close category Responsible role
Incident closure Close Incident Responsible role
Incident closure Confirmation of the resolution Responsible role
Incident closure Inform User Responsible role
Incident detection and recording Alert specialist support groups Responsible role
Incident detection and recording Record basic details of the Incident Responsible role
Incident detection and recording Start procedures for handling the service request Responsible role
Ownership, monitoring, tracking and communication Escalate Incidents and inform users Responsible role
Ownership, monitoring, tracking and communication Monitor Incidents Responsible role
Resolution and Recovery Inform User Responsible role
Resolution and Recovery Raise an RFC Responsible role
Resolution and Recovery Resolve Problem Responsible role
Resolution and Recovery Take recovery actions Responsible role
2nd Level Support Investigation and diagnosis 2nd Level Support Assessment of Incident details Responsible role
Investigation and diagnosis 2nd Level Support Collection and analysis of all related information Responsible role
Investigation and diagnosis 2nd Level Support Pass on Incident to a specialist group of the 3rd Level Support Responsible role
Investigation and diagnosis 2nd Level Support Problem solving Responsible role
3rd Level Support Continuous control of Incident Route Incident Responsible role
Investigation and diagnosis 3rd Level Support Assessment of Incident details Responsible role
Investigation and diagnosis 3rd Level Support Collection and analysis of all related information Responsible role
Investigation and diagnosis 3rd Level Support Problem solving Responsible role
4th Level Support Investigation and diagnosis 3rd Level Support Route to Intern or extern n-level support Responsible role
Asset Manager Configuration Management Control of Configuration Items Responsible role
Configuration Management Identification Responsible role
Availability Manager Availability Improvement Availability monitoring and trend analysis Responsible role
Availability Improvement Establishment of Availability plan Responsible role
Availability Improvement IT-Service- und components availability monitoring Responsible role
Availability Improvement Seeking failure reasons Responsible role
Availability Improvement Unacceptable levels identification Responsible role
Availability Measurement and Reporting IT-Availability measurement Responsible role
Availability Measurement and Reporting IT-Availability reporting Responsible role
Availability Planning Checking the availability criteria Responsible role
Availability Planning Definition of objectives for availability, reliability and maintainability Responsible role
Availability Planning Determine Availability requirements Responsible role
Availability Planning Draft of criteria concerning designing for availability Responsible role
Availability Planning Draft of recovery design criteria Responsible role
Availability Planning Establishment of influence of breakdowns on IT components Responsible role
Availability Planning Identification of the functions relevant to the business Responsible role
Business management ITSCM Stage 1 - Initiation Policy setting Responsible role
ITSCM Stage 1 - Initiation Specify terms of reference and scope Responsible role
Capacity Manager Business Capacity Management Analysis Responsible role
Business Capacity Management Implementation Responsible role
Business Capacity Management Monitoring Responsible role
Business Capacity Management Production of the Capacity Management Plan Responsible role
Business Capacity Management Storage of Capacity Management data Responsible role
Change Management Close RfC in log Responsible role
Change Management Initial logging of RfC Responsible role
Change Management Update log Responsible role
Change Management Update log Responsible role
Change Management Update log Responsible role
Change Management Update log Responsible role
Change Management Update log Responsible role
Change Management Update log, associate new RfC with old one Responsible role
Change Management Update log, issue Forward Schedules Responsible role
Change Management Update log with progress reports Responsible role
Resource Capacity Management Analysis Responsible role
Resource Capacity Management Capacity and Management reports Responsible role
Resource Capacity Management Implementation Responsible role
Resource Capacity Management Modelling Responsible role
Resource Capacity Management Monitoring Responsible role
Resource Capacity Management Storage of Capacity Management data Responsible role
Service Capacity Management Analyse Responsible role
Service Capacity Management Capacity and Management reports Responsible role
Service Capacity Management Implementation Responsible role
Service Capacity Management Monitoring Responsible role
Service Capacity Management Storage of Capacity Management data Responsible role
Change Advisory Board (CAB) Change Management Estimate, Confirm and Schedule Change Responsible role
Change Management - High Priority Quick evaluation of resources and urgency Responsible role
Change Builder Change Management Activate backout procedures Responsible role
Change Management Build Change, Backoutroutine, Test and Implementation plans Responsible role
Change Coordinator Selection of standard Change Model Apply appropriate Change Model Responsible role
Selection of standard Change Model Apply appropriate Change Model Responsible role
Selection of standard Change Model Apply appropriate Change Model Responsible role
Change Manager Change Management Allocate priority to Request for Change Responsible role
Change Management Authorise and schedule Changes Responsible role
Change Management Authorise change Responsible role
Change Management Change Review Responsible role
Change Management Circulate RfCs to CAB members Responsible role
Change Management Close case Responsible role
Change Management Coordinate implementation of Change Responsible role
Change Management Determine a category and/ or use of Standard Model Responsible role
Change Management Distribute PSA report Responsible role
Change Management Filter and Evaluate Request Responsible
Change Management Filter and Evaluate Request Responsible role
Change Management Include changes in the Forward Schedule of Change Responsible role
Change Management Inform Customer Responsible role
Change Management Produce communication plan and authorise Change implementation Responsible role
Change Management Reject Request for Change Responsible role
Change Management Report action to CAB Responsible role
Change Management - High Priority Activate backout plans Responsible role
Change Management - High Priority Call CAB or CAB/EC meeting Responsible role
Change Management - High Priority Close case Responsible role
Change Management - High Priority Coordinate Change implementation Responsible role
Change Management - High Priority Recapitulate Change Responsible role
Change Management - High Priority Update CMDB entries Responsible role
Selection of standard Change Model General evaluation Responsible role
Selection of standard Change Model Implementation as defined model Responsible role
Configuration Manager Configuration Management Configuration status accounting Responsible role
Configuration Management Configuration verification and audit Responsible role
Configuration Management Create back-ups and do regular housekeeping Responsible role
Configuration Management Give regular information and provide reports Responsible role
Configuration Management Planning Responsible role
Incident Control Continuous control of Incident Coordinate specialist groups Responsible role
Continuous control of Incident Give Support to Incident Management Responsible role
Incident Manager Configuration Management Register Requests on Configuration Management Database Responsible role
Manage work of Incident Management Systems Develop Incident Management Systems Responsible role
Manage work of Incident Management Systems Monitor effectiveness of Incident Management Responsible role
Manage work of Incident Management Systems Pass on Management-Information Responsible role
Manage work of Incident Management Systems Produce Management Information Responsible role
Independent tester Change Management Test Change Responsible role
Change Management - High Priority Test Changes Responsible role
Release Management Release tests Responsible role
IT Finance Manager Budgeting Ongoing monitoring of the current budgets Responsible role
Budgeting Periodic round of negotiations Responsible role
Charging Developing the Charging system Responsible role
Charging Implementation Responsible role
Charging Planning for Charging Responsible role
Continuous Financial Management Assess the accuracy of forecasts Responsible role
Continuous Financial Management Assess the accuracy of the Charging algorithms Responsible role
Continuous Financial Management Assist Customers and other IT Managers to set IT budgets for new financial year Responsible role
Continuous Financial Management Attend Change Advisory Board Responsible role
Continuous Financial Management Check that costs are in line with any predictions and explain any variances Responsible role
Continuous Financial Management Circulate final balance sheet Responsible role
Continuous Financial Management Circulate monthly balance sheet Responsible role
Continuous Financial Management Collect cost data and check accuracy and completeness Responsible role
Continuous Financial Management Initiate changes Responsible role
Continuous Financial Management Plan the Changes necessary for next year's staff and resources and alterations to cost projections and cost recovery projections Responsible role
Continuous Financial Management Prepare for the annual Finance Circle Responsible role
Continuous Financial Management Produce annual cost analyses Responsible role
Continuous Financial Management Produce charges per customer and compare to budgets Responsible role
Continuous Financial Management Produce Cost analyses Responsible role
Continuous Financial Management Recalculate Costs per Cost Unit Responsible role
Continuous Financial Management Review and audit IT accounting system and produce final accounts for previous financial year Responsible role
Continuous Financial Management Review Charging policies and IT accounting methods Responsible role
Continuous Financial Management Review cost recovery metrics against IT business targets Responsible role
Continuous Financial Management Review IT Accounting and Charging systems Responsible role
Continuous Financial Management Review IT Service Continuity Plans and ensure that dependency on IT Accounting or charging systems is clear Responsible role
Continuous Financial Management Review Standard Cost Units Responsible role
Continuous Financial Management Run the cost reporting system Responsible role
Continuous Financial Management Verify the Price List Responsible role
Input IT Cost Calculation Developing the IT accounting system Responsible role
Input IT Cost Calculation Implementation Responsible role
Input IT Cost Calculation Planning for IT accounting Responsible role
Middle Management Implement Stand-By Arrangements Negotiate for 3rd party facilities and enter into a contractual arrangement Responsible role
Implement Stand-By Arrangements Negotiate with external Service providers on their ITSC-Plans Responsible role
Implement Stand-By Arrangements Prepare and equip the stand-by accommodation Responsible role
Implement Stand-By Arrangements Purchase and install stand-by computer systems Responsible role
ITSCM Stage 4 - Operational Management Education and awareness Responsible role
ITSCM Stage 4 - Operational Management Training Responsible role
Performer/ IT developer Change Management Implementation of Change Responsible role
Change Management - High Priority Prepare Change Responsible role
Release Management Compile all configuration elements of the release Responsible role
Release Management Distribution and installation Responsible role
Proactive Problem Management Identify actions to avoid Problems (Proactive Problem Management) Analyse trends and identify potential incidences Responsible role
Identify actions to avoid Problems (Proactive Problem Management) Ensure adherence to Problem Management and Incidence Management procedures Responsible role
Identify actions to avoid Problems (Proactive Problem Management) Initiate Customer education and training Responsible role
Identify actions to avoid Problems (Proactive Problem Management) Initiate Service Support staff education and training Responsible role
Identify actions to avoid Problems (Proactive Problem Management) Process or procedural improvement Responsible role
Identify actions to avoid Problems (Proactive Problem Management) Provide Feedback Responsible role
Identify actions to avoid Problems (Proactive Problem Management) Raise an RFC Responsible role
Problem Manager Change Management - High Priority Allocate "urgent" priority Responsible role
Change Management - High Priority Route Problem Responsible role
Solve Problem (Problem Control) Inform Change Management Responsible role
Solve Problem (Problem Control) Problem classification Responsible role
Solve Problem (Problem Control) Problem closure Responsible role
Solve Problem (Problem Control) Problem identification, tracking, and monitoring Responsible role
Solve Problem (Problem Control) Problem Identification and Recording Responsible role
Solve Problem (Problem Control) Problem Investigation and Diagnosis Responsible role
Problem Support Solve Error (Error Control) Define solution Responsible role
Solve Error (Error Control) Error closure Responsible role
Solve Error (Error Control) Error identification and recording Responsible role
Solve Error (Error Control) Error resolution recording Responsible role
Solve Error (Error Control) Error resolution tracking and monitoring also against SLAs Responsible role
Solve Error (Error Control) Estimate significance of Errors Responsible role
Solve Error (Error Control) Post-implementation review Responsible role
Project Management Initial Planning Activities Definition of roles, tasks, and responsibilities Responsible role
Initial Planning Activities Drafting of a pilot SLA format Responsible role
Initial Planning Activities Identification of risks Responsible role
Initial Planning Activities Identification of support tools, particularly for SLA monitoring Responsible role
Initial Planning Activities Quantification of activities, resources, funding, quality criteria Responsible role
Initial Planning Activities Setting and agreeing Incident priority and escalation paths Responsible role
Planning the SLM Process Establish initial perception of the services Responsible role
Planning the SLM Process Plan monitoring capabilities Responsible role
Planning the SLM Process Underpinning contracts and Operational Level Agreements Responsible role
Release Manager Release Management Authorise release Responsible role
Release Management Communication, preparation and training Responsible role
Release Management Designing, building and configuring a Release Responsible role
Release Planning Agree on roles and responsibilities Responsible role
Release Planning Agree to phasing Responsible role
Release Planning Conduct site surveys Responsible role
Release Planning Define release principles Responsible role
Release Planning Develop quality plan for new Releases Responsible role
Release Planning Gain consensus on the Release contents Responsible role
Release Planning Obtain detailed quotes and negotiate with suppliers Responsible role
Release Planning Plan acceptance of support groups and the Customer Responsible role
Release Planning Plan resource levels (incl. staff overtime) Responsible role
Release Planning Produce back-out plans Responsible role
Release Planning Produce high-level Release schedule Responsible role
Rollout planning Acquire Hard- and Software Responsible role
Rollout planning Communicate plan Responsible role
Rollout planning Develop an action plan by site Responsible role
Rollout planning Develop purchasing plans Responsible role
Rollout planning List the CIs to install and decommission Responsible role
Rollout planning Produce detailed timetable of events incl. responsibilities Responsible role
Rollout planning Produce Release notes and communicate to end Users Responsible role
Rollout planning Schedule meetings for managing staff involved in Release Responsible role
Security Manager IT Security Management Security measures implementation Responsible role
IT Security Management To identify and plan security requirements Responsible role
Security Officer IT Security Management Constant monitoring of security management Responsible role
IT Security Management To evaluate effectiveness of security measures Responsible role
Senior Management/Board Level Change Management Pass changes approved by IT Management to CAB Responsible role
Initial Planning Activities Appointment or nomination of Service Level Management Responsible role
Initial Planning Activities Awareness campaign Responsible role
Initial Planning Activities Definition of the objectives and scope of the function Responsible role
Initial Planning Activities Planning of a Service Catalogue and an SLA structure Responsible role
Initial Planning Activities Production of a mission statement Responsible role
Service Level Manager On-going Process Maintenance of SLAs, contracts and OLAa Responsible role
On-going Process Monitoring and Reporting Responsible role
On-going Process Service Improvement Program Responsible role
On-going Process Service review meetings Responsible role
Process Implementation Define Reporting and Review Procedures Responsible role
Process Implementation Establish monitoring capabilities Responsible role
Process Implementation Establish Service Level Requirements and draft SLA Responsible role
Process Implementation Expectation Management Responsible role
Process Implementation Plan the SLA structure Responsible role
Process Implementation Produce a Service Catalogue Responsible role
Process Implementation Publicise the existence of SLAs Responsible role
Process Implementation Review Underpinning Contracts and Operational Service Agreements Responsible role
Process Implementation Seek agreement Responsible role
Process Implementation Wording of SLAs Responsible role
System and user managers Business Capacity Management Demand Management Responsible role
Business Capacity Management Tuning Responsible role
Resource Capacity Management Application Sizing Responsible role
Resource Capacity Management Demand Management Responsible role
Resource Capacity Management Tuning Responsible role
Service Capacity Management Demand Management Responsible role
Service Capacity Management Tuning Responsible role
Team director and team member Define Requirements in Case of Desaster Assess the levels of risk Responsible role
Define Requirements in Case of Desaster Assess threat- and vulnerability levels Responsible role
Define Requirements in Case of Desaster Perform Business Impact Analysis Responsible role
Define Requirements in Case of Desaster Risk Assessment Responsible role
Devise Business Continuity Strategy Determine Recovery Options Responsible role
ITSCM Stage 3 - Implementation Develop procedures Responsible role
ITSCM Stage 3 - Implementation Develop recovery plans Responsible role
ITSCM Stage 3 - Implementation Establish organisation and develop implementation plans Responsible role
ITSCM Stage 3 - Implementation Undertake initial tests Responsible role
ITSCM Stage 4 - Operational Management Assurance Responsible role
ITSCM Stage 4 - Operational Management Change control Responsible role
ITSCM Stage 4 - Operational Management Review Responsible role
ITSCM Stage 4 - Operational Management Testing Responsible role
Take Preventive Measures Establish offsite storage and archiving Responsible role
Take Preventive Measures Implement fault tolerant systems for critical applications Responsible role
Take Preventive Measures Implement RAID arrays and disk mirroring for LAN servers Responsible role
Take Preventive Measures Implement Spare equipment and components Responsible role
Take Preventive Measures Install UPS and backup systems Responsible role
Upper Management Devise Business Continuity Strategy Determine Risk Reduction Measures Responsible role
ITSCM Stage 1 - Initiation Agree project and quality plans Responsible role
ITSCM Stage 1 - Initiation Allocate resources Responsible role
ITSCM Stage 1 - Initiation Define the project organisation and control structure Responsible role