Incident Management
• Acceptance of assigned incidents/ incident tickets
• Categorization/ prioritization of incidents
• Incident analysis
• Troubleshooting
• Incident ticket maintenance
• Coordination of incident processing
• Where applicable: initiation of escalation process
• Creation of workarounds
• If applicable: maintenance of the known error database
• Analysis of the possible cause of an error (root cause analysis)
• If applicable: creation of problem tickets

Problem Management
• Classification/ prioritization of problem tickets
• Root cause analysis
• Supports the provision of workarounds.
• Bug fixing/ provision of sustainable solution.
• If applicable: forward ticket to software manufacturer
• If applicable: check the solution provided by software manufacturer
• Maintenance of problem ticket
• If applicable: maintenance of the Known Error Database

Service Requests
• Acceptance of the service request
• Performing the service request according to the service catalogue that is set up with client
• Service ticket maintenance

Small Enhancements/ Changes
• Request acceptance
• Analysis and evaluation of the requirements
• Effort estimation
• Implementation of request
• (Adaptation of) documentation.