Design
Optimizing IT Service Management for a 40-Person SaaS Scale-Up
Overview
What this challenge is about.
Your task is to design a complete incident management process for CloudFlow using ITIL best practices. Model the process in BPMN, define incident priority levels (P1-P4) with response and resolution SLAs, and propose a service desk structure (tiers, roles). You must also create a RACI matrix for incident handling. Success is a comprehensive process design that can handle 50+ tickets per week with <1 hour response for critical issues. Constraints: budget for one part-time service desk agent only; leverage existing tools (Slack, Jira).
The Brief
What you'll do, and what you'll demonstrate.
Lack of formal incident management leads to inconsistent response times, no SLA tracking, and risk of losing enterprise clients.
Earning criteria — what you'll demonstrate
- Apply ITIL framework to design incident management processes
- Model ITSM processes using BPMN
- Define SLAs and escalation paths
- Design a service desk structure appropriate for company size
Program Fit
Where this fits in your program.
Sharpens the same skills your degree expects you to demonstrate.
Skills
Skills you'll demonstrate.
Each one shows up on your verified credential.
Careers
Roles this prepares you for.
Real titles. Real skill bridges. Pick the one closest to your trajectory.
Career mappings coming soon.