ntals of EMS, NMS and OSS/BSS b. Incident management: It is critical that any incident that might disrupt the service is properly handled. Incident management is the dedicated process that handles this activity in ITIL. Problem management: This process is intended to analyze incident records. Incidents that have occurred can be analyzed to identify trends. This will help to avoid problems that can cause incidents effecting busi- ness or service continuity. d. Request fulfillment: Change request and information request manage- ment need to have a process in place to ensure timely request fulfillment. The request fulfillment process takes care of this activity. There are many more processes in ITIL. However, in this section the processes covered are the ones that can be incorporated to work with eTOM. 22.7 Business Process Flow Modeling A typical trouble management process flow in a company that has not aligned with eTOM is shown in Figure 22.3. Let us consider that the service used by the customer is experiencing failure in operation due to a bug in the vendor software. The usual process flow in resolving this issue will start with the customer calling up the customer support desk to report the problem. The support desk will verify Customer Isolate the support collects Analyze service problem and problem details problem assign ticket to service support Fix service issue Analyze Trouble or assign ticket resource ticket to NOC problem database Fix resource issue Analyze vendor or assign ticket to problem external vendor Communicate back to service Fix the issue provider Figure 22.3 Business process flow. Telecom Processes details of the customer account and collect all possible information to describe the trouble condition to a sufficient level of detail and create a trouble ticket for the issue. This ticket number is given to the customer, SO that the customer can call up and check the status of the issue resolution easily by quoting the ticket number to the customer support desk. From the account details and the p