Individual incidents are identified, controlled, and addressed.
The focus of this goal is on managing individual incidents as they occur to restore service or otherwise resolve the incidents as quickly as possible. Managing individual incidents can also include handling multiple related incidents through actions that focus on completing or restoring already affected service delivery. The practices that comprise this goal include interaction with those who report incidents and those who are affected by them. The processing and tracking of incident data happens among these practices until the incident is addressed and closed.
Treatment of incidents can include collecting and analyzing data looking for potential incidents or simply waiting for incidents to be reported by end users or customers.
The specific practices of this goal can also depend on the practices in the goal to Analyze and Address Causes and Impacts of Selected Incidents. The practices in that goal are used to identify and define the range of approaches available to address individual incidents as called for in this goal.
Often, incidents involve work products that are under configuration management.
- IRP.SP 2.1 Identify and Record Incidents
- Identify incidents and record information about them.
- IRP.SP 2.2 Analyze Individual Incident Data
- Analyze individual incident data to determine a course of action.
- IRP.SP 2.3 Resolve Incidents
- Resolve Incidents.
- IRP.SP 2.4 Monitor the Status of Incidents to Closure
- Monitor the Status of Incidents to Closure.
- IRP.SP 2.5 Communicate the Status of Incidents
- Communicate the Status of Incidents.