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
Previous PostAs CMMI Consultants, you might have come across the question about Implementation Infrastructure – What is Implementation Infrastructure? How ISO Management System Standard provides system for it and how it is different from Implementation Infrastructure practice area in CMMI Version 2.0?
Rajendra Khare (MD)
DQS Certification India Private Limited
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