<?xml version="1.0" encoding="UTF-8"?>
<bpmn2:definitions xmlns:bpmn2="http://www.omg.org/spec/BPMN/20100524/MODEL" xmlns:bpmndi="http://www.omg.org/spec/BPMN/20100524/DI" xmlns:dc="http://www.omg.org/spec/DD/20100524/DC" xmlns:di="http://www.omg.org/spec/DD/20100524/DI" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" id="Definitions_1" targetNamespace="http://bpmn.io/schema/bpmn" exporter="swimdraft" exporterVersion="1.0">
  <bpmn2:collaboration id="Collaboration_1">
    <bpmn2:participant id="pool_im" name="Incident management" processRef="Process_pool_im" />
  </bpmn2:collaboration>
  <bpmn2:process id="Process_pool_im" isExecutable="false">
    <bpmn2:laneSet id="LaneSet_pool_im">
      <bpmn2:lane id="lane_im_desk" name="Service desk">
        <bpmn2:flowNodeRef>start_im</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>t_im_log</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>g_im_major</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>t_im_first</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>g_im_first</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>t_im_close</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>end_im</bpmn2:flowNodeRef>
      </bpmn2:lane>
      <bpmn2:lane id="lane_im_mgr" name="Incident manager">
        <bpmn2:flowNodeRef>t_im_declare</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>t_im_comms</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>t_im_review</bpmn2:flowNodeRef>
      </bpmn2:lane>
      <bpmn2:lane id="lane_im_eng" name="Engineering">
        <bpmn2:flowNodeRef>t_im_diag</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>t_im_fix</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>g_im_restored</bpmn2:flowNodeRef>
      </bpmn2:lane>
    </bpmn2:laneSet>
    <bpmn2:startEvent id="start_im" name="Incident reported">
      <bpmn2:outgoing>fim1</bpmn2:outgoing>
    </bpmn2:startEvent>
    <bpmn2:task id="t_im_log" name="Log and categorise incident">
      <bpmn2:incoming>fim1</bpmn2:incoming>
      <bpmn2:outgoing>fim2</bpmn2:outgoing>
    </bpmn2:task>
    <bpmn2:exclusiveGateway id="g_im_major" name="Major incident?" default="fim4">
      <bpmn2:incoming>fim2</bpmn2:incoming>
      <bpmn2:outgoing>fim3</bpmn2:outgoing>
      <bpmn2:outgoing>fim4</bpmn2:outgoing>
    </bpmn2:exclusiveGateway>
    <bpmn2:userTask id="t_im_declare" name="Declare major incident">
      <bpmn2:incoming>fim3</bpmn2:incoming>
      <bpmn2:outgoing>fim5</bpmn2:outgoing>
    </bpmn2:userTask>
    <bpmn2:sendTask id="t_im_comms" name="Notify stakeholders">
      <bpmn2:incoming>fim5</bpmn2:incoming>
      <bpmn2:outgoing>fim6</bpmn2:outgoing>
    </bpmn2:sendTask>
    <bpmn2:task id="t_im_first" name="Attempt first line fix">
      <bpmn2:incoming>fim4</bpmn2:incoming>
      <bpmn2:outgoing>fim7</bpmn2:outgoing>
    </bpmn2:task>
    <bpmn2:exclusiveGateway id="g_im_first" name="Fixed at first line?" default="fim9">
      <bpmn2:incoming>fim7</bpmn2:incoming>
      <bpmn2:outgoing>fim8</bpmn2:outgoing>
      <bpmn2:outgoing>fim9</bpmn2:outgoing>
    </bpmn2:exclusiveGateway>
    <bpmn2:userTask id="t_im_diag" name="Diagnose root cause">
      <bpmn2:incoming>fim6</bpmn2:incoming>
      <bpmn2:incoming>fim9</bpmn2:incoming>
      <bpmn2:incoming>fim12</bpmn2:incoming>
      <bpmn2:outgoing>fim10</bpmn2:outgoing>
    </bpmn2:userTask>
    <bpmn2:task id="t_im_fix" name="Apply and test fix">
      <bpmn2:incoming>fim10</bpmn2:incoming>
      <bpmn2:outgoing>fim11</bpmn2:outgoing>
    </bpmn2:task>
    <bpmn2:exclusiveGateway id="g_im_restored" name="Service restored?" default="fim12">
      <bpmn2:incoming>fim11</bpmn2:incoming>
      <bpmn2:outgoing>fim12</bpmn2:outgoing>
      <bpmn2:outgoing>fim13</bpmn2:outgoing>
    </bpmn2:exclusiveGateway>
    <bpmn2:userTask id="t_im_review" name="Hold post-incident review">
      <bpmn2:incoming>fim13</bpmn2:incoming>
      <bpmn2:outgoing>fim14</bpmn2:outgoing>
    </bpmn2:userTask>
    <bpmn2:task id="t_im_close" name="Close incident ticket">
      <bpmn2:incoming>fim8</bpmn2:incoming>
      <bpmn2:incoming>fim14</bpmn2:incoming>
      <bpmn2:outgoing>fim15</bpmn2:outgoing>
    </bpmn2:task>
    <bpmn2:endEvent id="end_im" name="Incident closed">
      <bpmn2:incoming>fim15</bpmn2:incoming>
    </bpmn2:endEvent>
    <bpmn2:sequenceFlow id="fim1" sourceRef="start_im" targetRef="t_im_log" />
    <bpmn2:sequenceFlow id="fim2" sourceRef="t_im_log" targetRef="g_im_major" />
    <bpmn2:sequenceFlow id="fim3" name="Yes" sourceRef="g_im_major" targetRef="t_im_declare">
      <bpmn2:conditionExpression xsi:type="bpmn2:tFormalExpression">Yes</bpmn2:conditionExpression>
    </bpmn2:sequenceFlow>
    <bpmn2:sequenceFlow id="fim4" name="No" sourceRef="g_im_major" targetRef="t_im_first" />
    <bpmn2:sequenceFlow id="fim5" sourceRef="t_im_declare" targetRef="t_im_comms" />
    <bpmn2:sequenceFlow id="fim6" sourceRef="t_im_comms" targetRef="t_im_diag" />
    <bpmn2:sequenceFlow id="fim7" sourceRef="t_im_first" targetRef="g_im_first" />
    <bpmn2:sequenceFlow id="fim8" name="Yes" sourceRef="g_im_first" targetRef="t_im_close">
      <bpmn2:conditionExpression xsi:type="bpmn2:tFormalExpression">Yes</bpmn2:conditionExpression>
    </bpmn2:sequenceFlow>
    <bpmn2:sequenceFlow id="fim9" name="No" sourceRef="g_im_first" targetRef="t_im_diag" />
    <bpmn2:sequenceFlow id="fim10" sourceRef="t_im_diag" targetRef="t_im_fix" />
    <bpmn2:sequenceFlow id="fim11" sourceRef="t_im_fix" targetRef="g_im_restored" />
    <bpmn2:sequenceFlow id="fim12" name="No" sourceRef="g_im_restored" targetRef="t_im_diag" />
    <bpmn2:sequenceFlow id="fim13" name="Yes" sourceRef="g_im_restored" targetRef="t_im_review">
      <bpmn2:conditionExpression xsi:type="bpmn2:tFormalExpression">Yes</bpmn2:conditionExpression>
    </bpmn2:sequenceFlow>
    <bpmn2:sequenceFlow id="fim14" sourceRef="t_im_review" targetRef="t_im_close" />
    <bpmn2:sequenceFlow id="fim15" sourceRef="t_im_close" targetRef="end_im" />
  </bpmn2:process>
  <bpmndi:BPMNDiagram id="BPMNDiagram_1">
    <bpmndi:BPMNPlane id="BPMNPlane_1" bpmnElement="Collaboration_1">
      <bpmndi:BPMNShape id="pool_im_di" bpmnElement="pool_im" isHorizontal="true">
        <dc:Bounds x="20" y="20" width="1720" height="390" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="lane_im_desk_di" bpmnElement="lane_im_desk" isHorizontal="true">
        <dc:Bounds x="50" y="20" width="1690" height="130" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="lane_im_mgr_di" bpmnElement="lane_im_mgr" isHorizontal="true">
        <dc:Bounds x="50" y="150" width="1690" height="130" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="lane_im_eng_di" bpmnElement="lane_im_eng" isHorizontal="true">
        <dc:Bounds x="50" y="280" width="1690" height="130" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="start_im_di" bpmnElement="start_im">
        <dc:Bounds x="112" y="59" width="36" height="36" />
        <bpmndi:BPMNLabel><dc:Bounds x="88" y="101" width="85" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="t_im_log_di" bpmnElement="t_im_log">
        <dc:Bounds x="230" y="37" width="100" height="80" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="g_im_major_di" bpmnElement="g_im_major">
        <dc:Bounds x="405" y="52" width="50" height="50" />
        <bpmndi:BPMNLabel><dc:Bounds x="392" y="32" width="77" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="t_im_declare_di" bpmnElement="t_im_declare">
        <dc:Bounds x="530" y="167" width="100" height="80" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="t_im_comms_di" bpmnElement="t_im_comms">
        <dc:Bounds x="680" y="167" width="100" height="80" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="t_im_first_di" bpmnElement="t_im_first">
        <dc:Bounds x="530" y="37" width="100" height="80" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="g_im_first_di" bpmnElement="g_im_first">
        <dc:Bounds x="705" y="52" width="50" height="50" />
        <bpmndi:BPMNLabel><dc:Bounds x="686" y="32" width="89" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="t_im_diag_di" bpmnElement="t_im_diag">
        <dc:Bounds x="830" y="297" width="100" height="80" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="t_im_fix_di" bpmnElement="t_im_fix">
        <dc:Bounds x="980" y="297" width="100" height="80" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="g_im_restored_di" bpmnElement="g_im_restored">
        <dc:Bounds x="1155" y="312" width="50" height="50" />
        <bpmndi:BPMNLabel><dc:Bounds x="1136" y="292" width="89" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="t_im_review_di" bpmnElement="t_im_review">
        <dc:Bounds x="1280" y="167" width="100" height="80" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="t_im_close_di" bpmnElement="t_im_close">
        <dc:Bounds x="1430" y="37" width="100" height="80" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="end_im_di" bpmnElement="end_im">
        <dc:Bounds x="1612" y="59" width="36" height="36" />
        <bpmndi:BPMNLabel><dc:Bounds x="1592" y="101" width="76" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNShape>
      <bpmndi:BPMNEdge id="fim1_di" bpmnElement="fim1">
        <di:waypoint x="148" y="77" />
        <di:waypoint x="230" y="77" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fim2_di" bpmnElement="fim2">
        <di:waypoint x="330" y="77" />
        <di:waypoint x="405" y="77" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fim3_di" bpmnElement="fim3">
        <di:waypoint x="455" y="77" />
        <di:waypoint x="510" y="77" />
        <di:waypoint x="510" y="207" />
        <di:waypoint x="530" y="207" />
        <bpmndi:BPMNLabel><dc:Bounds x="461" y="57" width="21" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fim4_di" bpmnElement="fim4">
        <di:waypoint x="455" y="77" />
        <di:waypoint x="530" y="77" />
        <bpmndi:BPMNLabel><dc:Bounds x="461" y="83" width="17" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fim5_di" bpmnElement="fim5">
        <di:waypoint x="630" y="207" />
        <di:waypoint x="680" y="207" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fim6_di" bpmnElement="fim6">
        <di:waypoint x="780" y="207" />
        <di:waypoint x="810" y="207" />
        <di:waypoint x="810" y="337" />
        <di:waypoint x="830" y="337" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fim7_di" bpmnElement="fim7">
        <di:waypoint x="630" y="77" />
        <di:waypoint x="705" y="77" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fim8_di" bpmnElement="fim8">
        <di:waypoint x="755" y="77" />
        <di:waypoint x="1430" y="77" />
        <bpmndi:BPMNLabel><dc:Bounds x="761" y="57" width="21" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fim9_di" bpmnElement="fim9">
        <di:waypoint x="755" y="77" />
        <di:waypoint x="810" y="77" />
        <di:waypoint x="810" y="337" />
        <di:waypoint x="830" y="337" />
        <bpmndi:BPMNLabel><dc:Bounds x="761" y="83" width="17" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fim10_di" bpmnElement="fim10">
        <di:waypoint x="930" y="337" />
        <di:waypoint x="980" y="337" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fim11_di" bpmnElement="fim11">
        <di:waypoint x="1080" y="337" />
        <di:waypoint x="1155" y="337" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fim12_di" bpmnElement="fim12">
        <di:waypoint x="1205" y="337" />
        <di:waypoint x="1260" y="337" />
        <di:waypoint x="1260" y="392" />
        <di:waypoint x="810" y="392" />
        <di:waypoint x="810" y="337" />
        <di:waypoint x="830" y="337" />
        <bpmndi:BPMNLabel><dc:Bounds x="1211" y="317" width="17" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fim13_di" bpmnElement="fim13">
        <di:waypoint x="1205" y="337" />
        <di:waypoint x="1260" y="337" />
        <di:waypoint x="1260" y="207" />
        <di:waypoint x="1280" y="207" />
        <bpmndi:BPMNLabel><dc:Bounds x="1211" y="343" width="21" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fim14_di" bpmnElement="fim14">
        <di:waypoint x="1380" y="207" />
        <di:waypoint x="1410" y="207" />
        <di:waypoint x="1410" y="77" />
        <di:waypoint x="1430" y="77" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="fim15_di" bpmnElement="fim15">
        <di:waypoint x="1530" y="77" />
        <di:waypoint x="1612" y="77" />
      </bpmndi:BPMNEdge>
    </bpmndi:BPMNPlane>
  </bpmndi:BPMNDiagram>
</bpmn2:definitions>