Open ticket. Populate with data gathered Event Validation Gather CI service data, check for known outages Update event with ticket # Resolve incident Update & close ticket & event Verify Resolution 7 minutes 20 minutes 10 minutes18 minutes May require escalation and lag time between levels 3 minutes 7 minutes 3 minutes How much total time? 68 minutes of work time Triage Diagnose Escalate Fix Report

Monitor Service request Stop VM Update request Update request Update & close request Clone new VM Update properties Remove from Ops Manager Test VMDeploy Applications Verify Application Add to Ops Manager Create CI Retire CI Create incident Detach Storage Detach Network Adapter

11 (Run processes)(Store process logic)(Design, manage, report) Workflow Designer Operators Console Asset – CMDB Backup Config Mgmt Event Mgmt Network Provisioning Security Service Desk Storage Virtual

Automate provisioning, resource allocation and retirement Extend virtual machine management to the cloud Orchestrate incident management and resolution Integrate across monitoring tools, service desks and CMDBs Scale automated configuration across platforms and tools Ensure reliable change with intelligent workflow branching

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Open ticket. Populate with data gathered Event Validation Gather CI service data, check for known outages Update event with ticket # Resolve incident Update & close ticket & event Verify Resolution 1 minute 3 minutesseconds1 minute seconds total Less than 8 minutes total time Monitor Ops Mgr Alert Check Service availability Query Related CIs Lookup Scheduled changes Create & populate service desk ticket Update alert in Ops Mgr Restore service Verify service availability Update Ops Mgr alert Close service desk ticket Triage Diagnose Escalate Fix Report