CMMI for Services Blog Special Series: 11th Part: This blog series on the cmmiconsultantblog.com is a systematic and structured coverage of CMMI Process Areas starting from Maturity Level 2 to Maturity Level 3: using CMMI–SVC, Version 1.3, as the Reference CMMI Model: As CMMI Consultant, during CMMI Consulting assignment if you are asked about the steps, inputs and outputs of Incident Resolution and Prevention (IRP) Process Area, what would be your response:

CMMI FAQ 0

1st September, 2016

For the above-mentioned question, CMMI Consultants may take inputs from the following:

Incident Resolution and Prevention is used to ensure timely resolution to service incidents. It also ensures prevention of incidents as appropriate.

Activities

During the Incident Resolution and Prevention following activities are being conducted:

• Identification, analysis and resolving service incidents as and when they occurred
• Monitoring, Communicating and Escalating status of incidents as required to relevant stakeholders
• Conducting Root Cause Analysis of incidents and identifying workarounds
• Ensuring non-stop service delivery, free from incidents
• Working with complete resolution of incidents with relevant stakeholders

Inputs

Following are some examples of input to the Incident Resolution and Prevention:

• Service Incidents List
• Feedback from Customers, End Users
• Notifications from Automated Systems

Outputs

Outputs created during the implementation of the Incident Resolution and Prevention activities are as under:

• Incident Management Approach
• Incidents Criteria
• Incident Management System
• Incidents List
• Incidents Report
• Incidents Causal Analysis
• Report of underlying causes of incidents
• Documented causal analysis activities
• Workarounds to resolve future incidents
• Action proposal to resolve and avoid future incidents

The above is not an exhaustive coverage of the Incident Resolution and Prevention (IRP) CMMI Process Area but is substantive enough to create a good foundation of the Incident Resolution and Prevention process in an organization.

Source: CMMI for Services Version 1.3