Enterprise Service Management Workflow
Ticket → SLA → Escalation → CMDB → Knowledge
The Complete ESM Workflow
From ticket raised to knowledge captured — every step SLA-tracked and asset-aware.
Step
Process Decision / Branch
⚡ Auto
SystemException
Milestone ✓
1
Ticket Intake
User Raises TicketPortal / Email / Mobile / Phone
↓
⚡ Auto-capture Asset ContextAssigned device · warranty · AMC status pulled from EAM
↓
⚡ Auto-classify TypeIncident / Service Request / Change Request
↓
Valid Ticket?
No
Reject with ReasonUser notified
Yes ↓
Duplicate Check?
Duplicate
Merge with ParentLinked to existing ticket
New ↓
↓
Ticket Created ✓Ticket number assigned · SLA clock starts
2
Routing & Assignment
⚡ Auto-route by CategoryLocation · skill matrix · priority rules
↓
L1 Can Resolve?
No
Escalate to L2 / L3Higher-tier team notified
Yes ↓
Assign to TechnicianEstimated resolution time set
↓
Accepted within SLA Threshold?
No
Reassign / EscalateSLA threshold triggered
Yes ↓
↓
⚡ SLA Clock RunningResponse + resolution timers active
↓
Technician Assigned ✓Owner confirmed · ETA communicated
3
SLA Management
SLA Tracking ActiveResponse SLA · resolution SLA
↓
SLA At Risk (>70% elapsed)?
Yes
Auto-escalate to ManagerImmediate notification triggered
No ↓
Priority Change Needed?
Yes
Re-prioritise + NotifySLA recalculated
No ↓
↓
⚡ Automated RemindersT-2h and T-1h before SLA breach
↓
SLA Breached?
Yes
Exception Report + Penalty LogCompliance record created
No ↓
↓
SLA On Track ✓Within response and resolution targets
4
Investigation & Resolution
Technician InvestigatesOn-site or remote diagnosis
↓
Parts / Procurement Needed?
Yes
Raise PR via ProcurementLinked to Procurement module
No ↓
Change Required?
Yes
Raise Change RequestCAB approval required
No ↓
↓
Resolution ImplementedTechnician resolves issue
↓
Recurring Issue?
Yes
Root Cause Analysis RequiredProblem record flagged
No ↓
↓
Pending User VerificationAwaiting confirmation from user
5
Closure & Knowledge
User Confirms ResolutionPortal or email confirmation
↓
User Satisfied?
No
Re-open TicketBack to Investigation
Yes ↓
↓
⚡ Auto-close after 48hNo response = auto-closed
↓
⚡ SLA Report GeneratedActual vs target comparison
↓
Recurring Issue Flagged?
Yes
Create Problem RecordITIL Problem Management
No ↓
↓
⚡ Knowledge Article Created / UpdatedResolution promoted to KB
↓
Ticket Closed ✓SLA met · audit trail complete
6
Reporting & Improvement
⚡ Auto-update CMDBAsset history · incident count updated
↓
Technician Performance ScoredResolution time · quality · first-contact rate
↓
⚡ Trend AnalysisRepeat incidents · asset failure patterns
↓
Asset Repeatedly Failing?
Yes
Flag for EAM Disposal ReviewAsset routed to EAM module
No ↓
↓
Monthly SLA Compliance ReportDistributed to stakeholders
↓
Continuous Improvement Loop ✓Insights feed back into SLA targets
3SLA monitored → 4Technician resolves → 5User confirms → 6Knowledge captured