7th May, 2019
Hello Guys, we are all interested or rather afraid of an “accident”. But today we are not talking about accidents. Today, we will discuss “incident”. One thing is sure – if we manage the incidents well, we can avoid the accidents.
Generally, an “incident” is “an instance of something happening; an event or occurrence.” As per Oxford Dictionary, the definition of “Incident” is “An unfortunate incident that happens unexpectedly and unintentionally, typically resulting in damage or injury.”
ISO 20000-1, the ISO Standard on IT Service Management, defines “incident” as “unplanned interruption to a service, a reduction in the quality of a service or an event that has not yet impacted the service to the customer”.
Speaking for IT Service, ITIL 2011, an incident is “an unplanned interruption to an IT service or reduction in the quality of an IT service or a failure of a Configuration Item that has not yet impacted an IT service”.
CMMI for SVC refers to “An indication of an actual or potential interference with a Service”.
There are common characteristics that emerge as a unifying element in these definitions:
This brings us to the substantive point of how to manage the incidents or Incident Management.
Incident Management is the method/process/procedure/steps to manage the incident and restore a normal service operation as quickly as possible and to minimize the impact on business operations.
The Incident Management Cycle is implemented through the Process of Incident Management. Let us discuss the salient steps that are characteristics of an incident management cycle.
CMMI for Services [CMMI-SVC] provides for Incident Resolution and Prevention [IRP] as a Practice Area.
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Published by CMMI Consultant
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Rajendra is a qualified and certified Lead Appraiser and Instructor for the following :
Rajendra is Lead Assessor for ISO 9001 (QMS), ISO 14001 (EMS), OHSAS 18001 (OHSMS) since 1994
International Automotive Task Force (IATF) approved Lead Assessor for Automotive Standard TS 16949:2009
Lead Assessor for ISO 27001 (ISMS) and ISO 20000-1 (ITSM)
Rajendra has 25 years experience in the industry.