SOFTware is HARD

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!

This is a simplified diagram that captures the business process for a Life Insurance new business workflow. The high level process is captured using an UML Activity Diagram.