What does service support and maintenance entail?
Service support and maintenance is a collection of processes that are designed to ensure the operational efficiency of a service. These include incident and problem management, change management, release management, configuration management, and business continuity. Through well-planned support and maintenance processes, you will ensure that the effort in supporting your service is greatly reduced. This will reduce the cost to run your service and increase customer satisfaction.
How do I support and maintain my service?
See the chart below to learn more about how to support and maintain your service.
| I want to: | Here’s how: | When | Who is responsible? |
|---|---|---|---|
| Ensure clients can get help and support staff can manage Incidents and Change requests for my service | Submit the request as soon as you get permission for service development | Service manager or project manager | |
| Construct a ServiceNow Configuration Item |
Add a Configuration Item (CI) to the ServiceNow CMDB by submitting a request as you get permission for service development |
Service manager or project manager | |
| Ensure there is a process for returning my service to functionality after a disruption |
When the service is added to the ServiceNow CMDB |
Service manager or project manager | |
| Ensure any change to my service is documented and managed, from start to finish | When you are assigned a change approver role | Change approvers and anyone involved in the change process | |
| Ensure useful information on my service is consistent and readily available | When you start service development | Service manager and operational staff who can provide input into service costs | |
|
Prevent my services from experiencing recurring incidents |
Visit Problem Management |
Should your service experience an issue, a problem record will be assigned to you |
Service manager working with the Problem Management group |
| Prepare my service to minimize the effects of significant service-impacting events | When you are contacted by a member of the BC/DR team | Service manager | |
| Get quantifiable information about the health of my service |
Visit Establishing Service Metrics and Key Performance Indicators (KPIs) |
During the development phase and before launch | Business and service owner and service manager |
