Scenario 12

The Central IT detects and solves an Incident, and sends the Incident to the Line of Business.

Scenario description:

In this scenario, the Central IT creates and solves an Incident, which affects the Line of Business. The Central IT sends the Incident to the Lind of Business for informational purposes. The Line of Business confirms the resolution of the Incident.

Action Description
1 New Incident The Central IT creates a new Incident and forward the Incident to the Line of Business.
2 Solved The Central IT solves the Incident and sends a Solved update to the Line of Business.
3 Closed Service Desk confirms the solution to close the Incident.
Background
Updates Updates in any of the systems are transferred to the other side.
Acknowledge Each time data is transferred, an Acknowledgment has to happen.