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incidents

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

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