Business Process Viewpoint
This ArchiMate business process viewpoint shows the key business capabilities and processes that enable Remote Production's operations. Click any capability to explore the detailed BPMN workflow models with three-level hierarchy (Orchestration → Coordination → Implementation).
End-to-End Service Delivery Process Flow
graph TB
subgraph Customer["👤 Customer Interaction"]
A[Issue/Request Occurs]
Z[Service Delivered]
end
subgraph ServiceManagement["🎯 Service Management"]
B[Support Ticket
Lifecycle]
C[SLA Management]
D[Incident Response]
end
subgraph Operations["⚙️ Operations & Maintenance"]
E[System Maintenance]
F[Security Patching]
G[Performance Monitoring]
end
subgraph Development["🚀 Development & Deployment"]
H[CI/CD Pipeline]
I[Testing & QA]
J[Deployment Verification]
end
subgraph Governance["📊 Governance & Compliance"]
K[SLA Reporting]
L[Audit Trails]
M[Change Management]
end
A --> B
B --> C
C --> D
B --> Z
E --> G
F --> G
G --> B
H --> I
I --> J
J --> E
C --> K
B --> L
E --> M
H --> M
style A fill:#e3f2fd
style Z fill:#c8e6c9
style B fill:#fff3e0
style H fill:#f3e5f5
style E fill:#ede7f6
Service Management Capabilities
Support Ticket Lifecycle
Complete support ticket management from customer submission through L1/L2 triage, investigation, escalation to technical team, resolution, and closure. Includes dialogue-based diagnostics and automated testing from audit trails.
SLA Management
Automated SLA calculation, tracking, and compliance monitoring. Includes business hours accounting, escalation triggers at 50%/75%/90% thresholds, breach detection, and comprehensive reporting with trend analysis.
Incident Management
Rapid incident detection, classification, response coordination, and resolution. Includes automated alerting, war room protocols, stakeholder communication, and post-incident review processes.
Operations & Maintenance Capabilities
System Maintenance
Comprehensive system maintenance including scheduled updates, security patching, and emergency maintenance. Covers dependency updates, OS patches, database optimization, certificate renewal, and includes rollback procedures.
Performance Monitoring
Real-time performance monitoring and alerting across all systems. Includes Cloudflare Workers metrics, Proxmox node health, API response times, error rates, and resource utilization tracking.
Backup & Recovery
Automated backup management and disaster recovery procedures. Includes Proxmox VM snapshots, Cloudflare KV/D1 backups, configuration versioning, and tested recovery processes.
Development & Deployment Capabilities
CI/CD Pipeline
Fully automated continuous integration and deployment pipeline using GitHub Actions. Includes dependency-aware builds, parallel testing, Cloudflare Workers deployment, Pages deployment, and automated verification.
Testing & Quality Assurance
Comprehensive automated testing strategy using Vitest. Includes unit tests, integration tests, contract tests, and regression tests generated from API dialogue audit trails. 80% code coverage minimum.
Change Management
Formal change management process for all production changes. Includes change requests, impact assessment, approval workflow, rollback planning, and post-implementation review.