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Incident Management

Lean Incident Management

13 June 2016 by Robert Falkowitz 6 Comments

incident and user support

A vicious cycle in incident management Lean incident management is the resolution of incidents in a manner respecting lean principles. Being lean allows us to significantly reduce the extent of the control activities in the process and the number of organizational roles created to exercise those control activities. For, I have often seen a vicious […]

Filed Under: Incident Management Tagged With: Cynefin, Incident Management, incident resolution, lean, lean process, value stream, vicious cycle

BPMN & service management

14 February 2016 by Robert Falkowitz 9 Comments

BPMN: a step toward automation I have argued elsewhere that the typical service management tools in use today might be suitable for service desk agents, but are annoying, redundant and of little value to anyone else involved in resolving incidents, among other activities. I have further proposed that existing IT management should be leveraged to […]

Filed Under: Incident Management, processes Tagged With: automation, BPMN, BPMN notation, conditional event, error event, Incident Management, kanban, lean process, OMG, process, process automation, process document, service management tools

The Goal of Incident Management

12 November 2014 by Robert Falkowitz 4 Comments

Type 2 incident

ITIL®‘s version of the goals of incident management According to the latest version of ITIL®, the goal of incident management is “…to restore normal service operation as quickly as possible and minimize the adverse impact on business operations…”¹ So there are really two goals mentioned: to restore as quickly as possible and to minimize impact. […]

Filed Under: Incident Management Tagged With: goal, Incident Management, kanban

Problem Workarounds and Incident Resolutions

7 January 2014 by Robert Falkowitz 1 Comment

The Scope of this Discussion When a problem is identified reactively, it means that one or more incidents have occurredand it has been decided to take note of and perhaps investigate their underlying causes. I exclude from this discussion both the proactively identified problems—the problems identified before any related incidents have occurred—and those organizations that […]

Filed Under: Incident Management, Problem Management Tagged With: causality, cause, incident, known error, problem, return on investment, ROI, workaround

Types of Tool Automation

13 October 2013 by Robert Falkowitz Leave a Comment

Types of tool automation The fundamental difference between a software tool and most types of tools is that software can be programmed to automate one or more tasks. Most other tools do not automate work at all, only extending the capabilities of the wielder of the tool. Certain mechanical tools can automate a task, but, […]

Filed Under: Automation, Availability mgmt, Change management, Incident Management, Risk management, Service level management, Service Management Tools, Tools Tagged With: automation, change management, Incident Management, incident management tools, service management tools

Objective Urgency

15 September 2013 by Robert Falkowitz 2 Comments

Impact 1

Little urgency; less impact It is a paradox that most organizations understand incident impact fairly well, but find it difficult to measure, whereas their understanding of urgency leaves something to be desired, but it is not so difficult to measure at all. Some of the confusion is due to the so-called “best practice” of calculating […]

Filed Under: Incident Management Tagged With: impact, Incident Management, incidents, priority, urgency

The causes of incidents

23 February 2013 by Robert Falkowitz 6 Comments

Causes of incidents

Are 80% of incidents really caused by changes? In a recent thread, it was advanced that 80% of incidents were caused by changes. Since that figure does not correspond to any experience I have had with any organization, I thought it would be worthwhile to investigate a little how some organizations perceive the causes of […]

Filed Under: Incident Management Tagged With: causes, Incident Management, incidents, survey

Patterns of incident handling

26 December 2012 by Robert Falkowitz Leave a Comment

total impact equation

Incident management is halfway between BPM and ACM I have discussed elsewhere in these columns the relationship between process-oriented work and adaptive case management. This framework will help us to refine the understanding of how incidents may best be handled. Incident handling is a good example of work that has features of process-oriented work, such […]

Filed Under: Incident Management Tagged With: acm, adaptive case management, impact, Incident Management, patterns, PBM, unpredictable, urgency

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