Understanding ITIL Service Management the UML way…
I originally had a great deal of difficult reconciling the differences amongst ITIL Change Management, Incident Management, and Problem Management. Having researched on the subjects and understanding them better now, I’ve tried to put the concepts together using a UML class diagram to capture my understanding and to keep it imprinted. Similarly, I wanted to differentiate the various categories of changes (Standard, Emergency, Normal) using an easy to understand & self-explanatory manner – a UML Activity Diagram!