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