📋 Business Analysis & Process · Swimlane
IT Incident Management Swimlane
An ITIL-style incident flow across the user, the service desk, the support team and the problem manager, with escalation for major incidents.
Drawing diagram…
What this diagram shows
- Priority check routes major incidents differently
- Escalation from service desk to specialist support
- User confirmation before the ticket closes
Prompt used
Swimlane process for IT incident management: a user reports an issue on the portal, the service desk logs and classifies it, fixes simple issues at first level or escalates to the application support team, major incidents also go to the problem manager for root cause analysis, and the ticket closes only after the user confirms the fix.
Mermaid code
flowchart LR
subgraph User["👤 User"]
direction LR
S(["Issue noticed"]) --> A1["Report on portal"]
A2{"Fix confirmed?"}
E(["Ticket closed"])
end
subgraph SD["🎧 Service Desk"]
direction LR
B1["Log and classify ticket"] --> B2{"First-level fix possible?"}
B3["Apply known fix"]
end
subgraph L2["🛠️ Application Support"]
direction LR
C1["Investigate and fix"] --> C2{"Major incident?"}
end
subgraph PM["🧩 Problem Manager"]
direction LR
D1["Root cause analysis"] --> D2["Permanent fix plan"]
end
A1 --> B1
B2 -->|Yes| B3
B3 --> A2
B2 -->|No| C1
C2 -->|Yes| D1
C2 -->|No| A2
D2 --> A2
A2 -->|No| C1
A2 -->|Yes| ERelated templates
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