1. 6-Box Process Model

3. Suppliers Inputs Outputs Customers Process (Activities) Process (Activities) Measurements Requirements

4. What are the activities involved in carrying out the process? What actions transform inputs to outputs? Who or what carries out the process activities? Who or what receives the output of the process? How is the process measured? What do the suppliers need to do the work? What triggers the process? What are the products of the process? What is the process name? How can we explain the process at a high-level so that we will understand what it does later?

5. Service Desk Technical Management Service Suppliers Service Mgmt. Office Major incident mgmt. process* Incident Management Provide break/fix support to service users. Service Users Service Owners Resolved incidents Incident reports Major incidents Identify incident Log incident Categorize incident Prioritize incident* Determine if major incident Diagnosis Escalate and/or resolve Close incident Mean time to resolve incidents Percentage of incidents closed by service desk without the need for escalation Total number of incidents Size of incident backlog by service User satisfaction with incident management process Phone call Web request form Email

8. Source? “Example Artifact - Service Design Package” from ITSMLib; the document has the title “Store of the Future Infrastructure Operations Service Design Package (SDP)“ The above document claims the source for this model is the Business Process Management (BPM) framework Possibly related to the SIPOC model from various sources