Information Technology: System Support & Maintenance Workflow [BPMN 2.

0]
WORKFLOW
Ticket Sourcing Support Activities
BPMN 2.0 LEGEND

Start Event Intermediate End Event

I N F O R M AT IO N T E C H N O LO G Y Event

System Support & Maintenance Gateway

Group
Task

Test accepted?
User User contacts Provide required
Validate solution
Yes Notify support
support team information analyst of approval
No
Expanded Sub-
Process

Pool
Notify developer of
The OpsDog Support Group Hierarchy code modification

Sequence Flow Message Flow

Information Finance Human Legal Compliance Corporate
Technology Resources Marketing Services

IT Project Management & Prioritization

Application Development & Support

System Support & Maintenance

User Support & Services

Send a message to
Support receives
IT Infrastructure the user asking for
required information
more information

System Analysis

IT Security
No
Business Intelligence

Login to OpsDog to purchase

Does problem
require
IT Procurement developer
Support Analyst Support request Yes involvement?
Implement solution
Close support
Support materials
updated to reflect
created request
modification
Request
contains all
www.OpsDog.com | info@OpsDog.com | Phone: 201.526.1200 | www.TheLabConsulting.com required
information?
Yes

the full workflow template

System Support & Maintenance: Workflow

Document issue for

prioritization

(available in PDF, Visio, PPT)

Ticket Sourcing

Support Activities

Workflow Description

The fielding of bug or error reports from system users and subsequent
research and resolution of system issues.
Receive
Developer prioritization of
Code modification is Perform acceptance
Fix goes live and
Close support

New users get $20 off their first

features from support request is
performed testing request
prioritization closed
committee

Legend

Start
Event
Intermediate
Event
End
Event
Gateway Group purchase (registration is FREE!)
+
pm.SGO4.SystemSupport&MaintenanceBPMN.140519

Task Expanded Pool Sequence Message

Sub-Process Flow Flow

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