1. High Level MAISAid IM Process Flow Press Space Bar to Continue; Escape to End.

2. Server Down! Don’t know how! Doesn’t work! How Does IM Work? It all starts with a request for help. Press Space Bar to Continue; Escape to End. MAISAid Staff Member MAISAid Service Request Incident Event End Users Incident Initiator CONTINUE Configuration Item

3. Existing Incident Known Error WorkaroundKnowledge Document Problem How Does IM Work? Investigation and Diagnosis Procedure searches for a solution. Press Space Bar to Continue; Escape to End. CONTINUE Incident Assignee Incident MAISAid

4. How Does IM Work? Resolution and Recovery Procedure implements the solution. Press Space Bar to Continue; Escape to End. Possible Outcomes Incident Assignee Change Request CONTINUE Incident Solution Incident Owner CONTINUE End User Incident Solution When resolution is available, communicate it. CONTINUE Problem Knowledge Document Workaround

5. How Does IM Work? Press Escape to return to the course. Press Space Bar to Continue; Escape to End.