ITIL incident management with major-incident path
ITIL 4 incident management: log and categorise, prioritise by impact × urgency, first-line resolution from the knowledge base, functional escalation to a resolver group with a timer on the resolution target, a separate major-incident path (bridge, stakeholder updates, problem record), and auto-closure if the user does not reply. Illustrative service levels.
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<?xml version="1.0" encoding="UTF-8"?>
<bpmn:definitions xmlns:bpmn="http://www.omg.org/spec/BPMN/20100524/MODEL" xmlns:bpmndi="http://www.omg.org/spec/BPMN/20100524/DI" xmlns:dc="http://www.omg.org/spec/DD/20100524/DC" xmlns:di="http://www.omg.org/spec/DD/20100524/DI" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" id="Process_IncidentManagement_defs" targetNamespace="http://flowss.ai/bpmn">
<bpmn:message id="Msg_IncidentReport" name="Incident report"/>
<bpmn:message id="Msg_Confirmation" name="Resolution confirmation"/>
<bpmn:process id="Process_IncidentManagement" name="Incident management" isExecutable="false">
<bpmn:documentation>Incident management per ITIL 4. Priority is derived from impact and urgency by a business-rule task; P1 is handled as a major incident with a technical bridge and stakeholder communications in parallel, followed by a problem record for root-cause analysis. Other incidents try first-line resolution, then a resolver group whose 4-hour resolution timer escalates to third line or the vendor. After resolution an event-based gateway waits for the user's confirmation or closes the incident after 3 days. All service levels shown are illustrative.</bpmn:documentation>
<bpmn:laneSet id="Process_IncidentManagement_lanes">
<bpmn:lane id="Lane_ServiceDesk" name="Service desk"><bpmn:flowNodeRef>Start_Incident</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_Log</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_Prioritise</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_Major</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_FirstLine</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_FirstLine</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_ResolvedMerge</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_Notify</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_AwaitUser</bpmn:flowNodeRef><bpmn:flowNodeRef>Catch_Confirmed</bpmn:flowNodeRef><bpmn:flowNodeRef>Catch_NoReply</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_CloseMerge</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_Close</bpmn:flowNodeRef><bpmn:flowNodeRef>End_Closed</bpmn:flowNodeRef></bpmn:lane>
<bpmn:lane id="Lane_Resolver" name="Resolver group"><bpmn:flowNodeRef>Task_Investigate</bpmn:flowNodeRef><bpmn:flowNodeRef>Timer_Target</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_Escalate</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_ResolverMerge</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_Fix</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_RecoveredMerge</bpmn:flowNodeRef></bpmn:lane>
<bpmn:lane id="Lane_MajorIncident" name="Major incident manager"><bpmn:flowNodeRef>Task_Declare</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_MajorFork</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_Bridge</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_Updates</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_MajorJoin</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_Problem</bpmn:flowNodeRef></bpmn:lane>
</bpmn:laneSet>
<bpmn:startEvent id="Start_Incident" name="Incident reported"><bpmn:messageEventDefinition id="Start_Incident_ed" messageRef="Msg_IncidentReport"/></bpmn:startEvent>
<bpmn:userTask id="Task_Log" name="Log and categorise"/>
<bpmn:businessRuleTask id="Task_Prioritise" name="Determine priority"/>
<bpmn:exclusiveGateway id="Gw_Major" name="Major incident?" default="Flow_4"/>
<bpmn:userTask id="Task_FirstLine" name="Diagnose using known errors"/>
<bpmn:exclusiveGateway id="Gw_FirstLine" name="Resolved at first line?" default="Flow_8"/>
<bpmn:userTask id="Task_Investigate" name="Investigate and diagnose"/>
<bpmn:boundaryEvent id="Timer_Target" name="Resolution target at risk" attachedToRef="Task_Investigate"><bpmn:timerEventDefinition id="Timer_Target_ed"><bpmn:timeDuration xsi:type="bpmn:tFormalExpression">PT4H</bpmn:timeDuration></bpmn:timerEventDefinition></bpmn:boundaryEvent>
<bpmn:userTask id="Task_Escalate" name="Escalate to third line"/>
<bpmn:exclusiveGateway id="Gw_ResolverMerge"/>
<bpmn:userTask id="Task_Fix" name="Fix and verify service"/>
<bpmn:userTask id="Task_Declare" name="Declare major incident"/>
<bpmn:parallelGateway id="Gw_MajorFork"/>
<bpmn:userTask id="Task_Bridge" name="Lead technical recovery bridge"/>
<bpmn:sendTask id="Task_Updates" name="Update stakeholders"/>
<bpmn:parallelGateway id="Gw_MajorJoin"/>
<bpmn:userTask id="Task_Problem" name="Raise problem record"/>
<bpmn:exclusiveGateway id="Gw_RecoveredMerge"/>
<bpmn:exclusiveGateway id="Gw_ResolvedMerge"/>
<bpmn:sendTask id="Task_Notify" name="Notify user of resolution"/>
<bpmn:eventBasedGateway id="Gw_AwaitUser" name="Await user"/>
<bpmn:intermediateCatchEvent id="Catch_Confirmed" name="User confirms resolution"><bpmn:messageEventDefinition id="Catch_Confirmed_ed" messageRef="Msg_Confirmation"/></bpmn:intermediateCatchEvent>
<bpmn:intermediateCatchEvent id="Catch_NoReply" name="3 days without reply"><bpmn:timerEventDefinition id="Catch_NoReply_ed"><bpmn:timeDuration xsi:type="bpmn:tFormalExpression">P3D</bpmn:timeDuration></bpmn:timerEventDefinition></bpmn:intermediateCatchEvent>
<bpmn:exclusiveGateway id="Gw_CloseMerge"/>
<bpmn:userTask id="Task_Close" name="Close incident"/>
<bpmn:endEvent id="End_Closed" name="Incident closed"/>
<bpmn:sequenceFlow id="Flow_1" sourceRef="Start_Incident" targetRef="Task_Log"/>
<bpmn:sequenceFlow id="Flow_2" sourceRef="Task_Log" targetRef="Task_Prioritise"/>
<bpmn:sequenceFlow id="Flow_3" sourceRef="Task_Prioritise" targetRef="Gw_Major"/>
<bpmn:sequenceFlow id="Flow_4" name="P2–P4" sourceRef="Gw_Major" targetRef="Task_FirstLine"/>
<bpmn:sequenceFlow id="Flow_5" name="P1" sourceRef="Gw_Major" targetRef="Task_Declare"><bpmn:conditionExpression xsi:type="bpmn:tFormalExpression">=priority = "P1"</bpmn:conditionExpression></bpmn:sequenceFlow>
<bpmn:sequenceFlow id="Flow_6" sourceRef="Task_FirstLine" targetRef="Gw_FirstLine"/>
<bpmn:sequenceFlow id="Flow_7" name="yes" sourceRef="Gw_FirstLine" targetRef="Gw_ResolvedMerge"><bpmn:conditionExpression xsi:type="bpmn:tFormalExpression">=resolvedAtFirstLine</bpmn:conditionExpression></bpmn:sequenceFlow>
<bpmn:sequenceFlow id="Flow_8" name="no" sourceRef="Gw_FirstLine" targetRef="Task_Investigate"/>
<bpmn:sequenceFlow id="Flow_9" sourceRef="Task_Investigate" targetRef="Gw_ResolverMerge"/>
<bpmn:sequenceFlow id="Flow_10" sourceRef="Timer_Target" targetRef="Task_Escalate"/>
<bpmn:sequenceFlow id="Flow_11" sourceRef="Task_Escalate" targetRef="Gw_ResolverMerge"/>
<bpmn:sequenceFlow id="Flow_12" sourceRef="Gw_ResolverMerge" targetRef="Task_Fix"/>
<bpmn:sequenceFlow id="Flow_13" sourceRef="Task_Fix" targetRef="Gw_RecoveredMerge"/>
<bpmn:sequenceFlow id="Flow_14" sourceRef="Task_Declare" targetRef="Gw_MajorFork"/>
<bpmn:sequenceFlow id="Flow_15" sourceRef="Gw_MajorFork" targetRef="Task_Bridge"/>
<bpmn:sequenceFlow id="Flow_16" sourceRef="Gw_MajorFork" targetRef="Task_Updates"/>
<bpmn:sequenceFlow id="Flow_17" sourceRef="Task_Bridge" targetRef="Gw_MajorJoin"/>
<bpmn:sequenceFlow id="Flow_18" sourceRef="Task_Updates" targetRef="Gw_MajorJoin"/>
<bpmn:sequenceFlow id="Flow_19" sourceRef="Gw_MajorJoin" targetRef="Task_Problem"/>
<bpmn:sequenceFlow id="Flow_20" sourceRef="Task_Problem" targetRef="Gw_RecoveredMerge"/>
<bpmn:sequenceFlow id="Flow_21" sourceRef="Gw_RecoveredMerge" targetRef="Gw_ResolvedMerge"/>
<bpmn:sequenceFlow id="Flow_22" sourceRef="Gw_ResolvedMerge" targetRef="Task_Notify"/>
<bpmn:sequenceFlow id="Flow_23" sourceRef="Task_Notify" targetRef="Gw_AwaitUser"/>
<bpmn:sequenceFlow id="Flow_24" sourceRef="Gw_AwaitUser" targetRef="Catch_Confirmed"/>
<bpmn:sequenceFlow id="Flow_25" sourceRef="Gw_AwaitUser" targetRef="Catch_NoReply"/>
<bpmn:sequenceFlow id="Flow_26" sourceRef="Catch_Confirmed" targetRef="Gw_CloseMerge"/>
<bpmn:sequenceFlow id="Flow_27" sourceRef="Catch_NoReply" targetRef="Gw_CloseMerge"/>
<bpmn:sequenceFlow id="Flow_28" sourceRef="Gw_CloseMerge" targetRef="Task_Close"/>
<bpmn:sequenceFlow id="Flow_29" sourceRef="Task_Close" targetRef="End_Closed"/>
<bpmn:textAnnotation id="Note_Levels"><bpmn:text>Priority matrix, 4-hour resolution target and 3-day auto-closure are illustrative service levels.</bpmn:text></bpmn:textAnnotation>
</bpmn:process>
<bpmn:collaboration id="Process_IncidentManagement_collab">
<bpmn:participant id="Process_IncidentManagement_pool" name="IT service management" processRef="Process_IncidentManagement"/>
<bpmn:participant id="Participant_User" name="Affected user"/>
<bpmn:messageFlow id="MsgFlow_Report" name="Incident report" sourceRef="Participant_User" targetRef="Start_Incident"/>
<bpmn:messageFlow id="MsgFlow_Resolution" name="Resolution notice" sourceRef="Task_Notify" targetRef="Participant_User"/>
<bpmn:messageFlow id="MsgFlow_Confirm" name="Confirmation" sourceRef="Participant_User" targetRef="Catch_Confirmed"/>
</bpmn:collaboration>
<bpmndi:BPMNDiagram id="Process_IncidentManagement_di">
<bpmndi:BPMNPlane id="Process_IncidentManagement_plane" bpmnElement="Process_IncidentManagement_collab">
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<bpmndi:BPMNShape id="Lane_ServiceDesk_di" bpmnElement="Lane_ServiceDesk" isHorizontal="true"><dc:Bounds x="190" y="200" width="2568" height="250"/></bpmndi:BPMNShape>
<bpmndi:BPMNShape id="Lane_Resolver_di" bpmnElement="Lane_Resolver" isHorizontal="true"><dc:Bounds x="190" y="450" width="2568" height="250"/></bpmndi:BPMNShape>
<bpmndi:BPMNShape id="Lane_MajorIncident_di" bpmnElement="Lane_MajorIncident" isHorizontal="true"><dc:Bounds x="190" y="700" width="2568" height="250"/></bpmndi:BPMNShape>
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<bpmndi:BPMNShape id="Task_FirstLine_di" bpmnElement="Task_FirstLine"><dc:Bounds x="830" y="240" width="100" height="80"/></bpmndi:BPMNShape>
<bpmndi:BPMNShape id="Gw_FirstLine_di" bpmnElement="Gw_FirstLine" isMarkerVisible="true"><dc:Bounds x="1005" y="255" width="50" height="50"/><bpmndi:BPMNLabel><dc:Bounds x="990" y="223" width="81" height="28"/></bpmndi:BPMNLabel></bpmndi:BPMNShape>
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<bpmndi:BPMNShape id="Task_Escalate_di" bpmnElement="Task_Escalate"><dc:Bounds x="1280" y="595" width="100" height="80"/></bpmndi:BPMNShape>
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<bpmndi:BPMNShape id="Task_Fix_di" bpmnElement="Task_Fix"><dc:Bounds x="1580" y="490" width="100" height="80"/></bpmndi:BPMNShape>
<bpmndi:BPMNShape id="Task_Declare_di" bpmnElement="Task_Declare"><dc:Bounds x="830" y="735" width="100" height="80"/></bpmndi:BPMNShape>
<bpmndi:BPMNShape id="Gw_MajorFork_di" bpmnElement="Gw_MajorFork"><dc:Bounds x="1005" y="750" width="50" height="50"/></bpmndi:BPMNShape>
<bpmndi:BPMNShape id="Task_Bridge_di" bpmnElement="Task_Bridge"><dc:Bounds x="1130" y="735" width="100" height="80"/></bpmndi:BPMNShape>
<bpmndi:BPMNShape id="Task_Updates_di" bpmnElement="Task_Updates"><dc:Bounds x="1130" y="845" width="100" height="80"/></bpmndi:BPMNShape>
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<bpmndi:BPMNShape id="Task_Problem_di" bpmnElement="Task_Problem"><dc:Bounds x="1430" y="735" width="100" height="80"/></bpmndi:BPMNShape>
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<bpmndi:BPMNEdge id="Flow_2_di" bpmnElement="Flow_2"><di:waypoint x="480" y="280"/><di:waypoint x="530" y="280"/></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_3_di" bpmnElement="Flow_3"><di:waypoint x="630" y="280"/><di:waypoint x="705" y="280"/></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_4_di" bpmnElement="Flow_4"><di:waypoint x="755" y="280"/><di:waypoint x="830" y="280"/><bpmndi:BPMNLabel><dc:Bounds x="761" y="261" width="36" height="15"/></bpmndi:BPMNLabel></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_5_di" bpmnElement="Flow_5"><di:waypoint x="730" y="305"/><di:waypoint x="730" y="775"/><di:waypoint x="830" y="775"/><bpmndi:BPMNLabel><dc:Bounds x="736" y="308" width="16" height="15"/></bpmndi:BPMNLabel></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_6_di" bpmnElement="Flow_6"><di:waypoint x="930" y="280"/><di:waypoint x="1005" y="280"/></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_7_di" bpmnElement="Flow_7"><di:waypoint x="1055" y="280"/><di:waypoint x="1755" y="280"/><bpmndi:BPMNLabel><dc:Bounds x="1061" y="261" width="20" height="15"/></bpmndi:BPMNLabel></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_8_di" bpmnElement="Flow_8"><di:waypoint x="1030" y="305"/><di:waypoint x="1030" y="530"/><di:waypoint x="1130" y="530"/><bpmndi:BPMNLabel><dc:Bounds x="1036" y="308" width="15" height="15"/></bpmndi:BPMNLabel></bpmndi:BPMNEdge>
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<bpmndi:BPMNEdge id="Flow_11_di" bpmnElement="Flow_11"><di:waypoint x="1380" y="635"/><di:waypoint x="1480" y="635"/><di:waypoint x="1480" y="555"/></bpmndi:BPMNEdge>
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<bpmndi:BPMNEdge id="Flow_13_di" bpmnElement="Flow_13"><di:waypoint x="1680" y="530"/><di:waypoint x="1755" y="530"/></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_14_di" bpmnElement="Flow_14"><di:waypoint x="930" y="775"/><di:waypoint x="1005" y="775"/></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_15_di" bpmnElement="Flow_15"><di:waypoint x="1055" y="775"/><di:waypoint x="1130" y="775"/></bpmndi:BPMNEdge>
<bpmndi:BPMNEdge id="Flow_16_di" bpmnElement="Flow_16"><di:waypoint x="1030" y="800"/><di:waypoint x="1030" y="885"/><di:waypoint x="1130" y="885"/></bpmndi:BPMNEdge>
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<bpmndi:BPMNEdge id="Flow_18_di" bpmnElement="Flow_18"><di:waypoint x="1230" y="885"/><di:waypoint x="1330" y="885"/><di:waypoint x="1330" y="800"/></bpmndi:BPMNEdge>
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<bpmndi:BPMNEdge id="Flow_22_di" bpmnElement="Flow_22"><di:waypoint x="1805" y="280"/><di:waypoint x="1880" y="280"/></bpmndi:BPMNEdge>
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