http://www.itskeptic.org/so-42-incident-management-process-never-determines Comments for "SO 4.2 Incident Management process never determines the service" en http://www.itskeptic.org/so-42-incident-management-process-never-determines#comment-5204 <p>Not only isn't service impact analysis mentioned, by any name, but almost the only mention of a service anywhere in 4.2 is in the definition of an incident (“…an unplanned interruption to an IT service…”) and in broad terms in 4.2.1 and 4.2.2.</p> <p>Let's see.<br /> 4.2.5.1 Incidnet indentification<br /> "all key components should be monitored" - much more important is monioting the service level, the end-user experience. No mention<br /> 4.2.5.2 incident logging<br /> 19 different attributes of an incident, none of them is the affected service<br /> 4.2.5.3 categorisation<br /> by 'hardware' or "software" but not service<br /> 4.2.5.4 prioritization<br /> "indication of impact is often... number of users affected" Note "loss of service" is a general term, it is not referring to THE service.<br /> Hey there is a mention of service! Apparently "the number of services affected" contributes ot impact, but not what the services are.<br /> Talk of LSA targets to be met, but no mention that we need to find out the service to know what SLA.<br /> 4.2.5.5 diagnosis<br /> "what has gone wrong" no mention of service.<br /> 4.2.5.6 escalation<br /> no service<br /> 4.2.5.7 investigation and diagnosis<br /> "full impact of the incident" no mwention of service<br /> 4.2.5.8 resolution and recovery<br /> Yay "...that the service has been fully restored to the user"<br /> 4.2.5.9 closure<br /> "check categorisation" is correct but apparently don't need to check that incident is recorded against correct service(s)</p> <p>So OK the word "service" cropped up a couple of times. but there is NO mention of SIA, no CMS, and no service catalogue anywhere in the activiites. CMS does show up in 4.2.7 to "identify the CIs affected"</p> <p>4.2.8 metrics<br /> apparently we don't need to measure incidents by service</p> Mon, 10 Aug 2009 08:32:02 +0000 skeptic comment 5204 at http://www.itskeptic.org http://www.itskeptic.org/so-42-incident-management-process-never-determines#comment-5202 <p>I think SIA got renamed in V3. That might explain why you can't find it. Have to consult my notes though.</p> Mon, 10 Aug 2009 07:35:41 +0000 riCh chestMat comment 5202 at http://www.itskeptic.org