Skip to main content

Service Continuity vs. Incident Management


According to ITIL 4 best practice, Service Continuity focuses on events that would impede business operations so drastically that it would be considered a disaster. Other events that have a less significant impact to the business might be considered as an incident to be managed through the Incident Management Practice or the Major Incident Management Practice.

This means that there are different levels of importance and that the distinction between what is a normal incident, major incident or one that might require disaster recovery must be predefined and agreed upon. Documentation then must include clear thresholds and triggers to provoke the appropriate response and recovery into action without delay and additional risk. 

There is no question that your organization is increasingly dependent on services that are tech-enabled. The need for resilient solutions are critical to success. A combination of business planning as well as being proactive with security, incident and problem management will be required. High availability solutions require upfront proactive design! 

ITIL 4 takes a holistic approach to service management (Read What Is ITIL 4) with the constructs of an overall Service Value System. Included in that Value System is a Value Chain. The power of the Value Chain is that it contains elements that can be applied to all of service management. 

Service Continuity is applied to all elements of the Value Chain including and not exclusive to: 

Plan – The organization's leadership and governing body establish an initial risk appetite with defined scope, policy, supplier strategy, and investment in recovery options. 

Improve – Service Continuity Management ensures that continuity plans, measures, and monitors to ensure ongoing improvement to align with the business strategy. 

Engage – Engagement of all stakeholders necessary to ensure readiness for major incidents and disasters! 

In order to truly “manage” Service Continuity, Disaster Recovery, and Major Incidents; We must consider Security, Compliance, and High Availability as REQUIREMENTS at the front of the pipeline. Requirements infer that these are considered before the development of software and before the architected solution. We should then be better enabled to design in such a way that would reduce if not eliminate the need for reactive firefighting that frequently spins the support organization out of control! 

Comments

Popular posts from this blog

What is the difference between Process Owner, Process Manager and Process Practitioner?

I was recently asked to clarify the roles of the Process Owner, Process Manager and Process Practitioner and wanted to share this with you.

Roles and Responsibilities:
Process Owner – this individual is “Accountable” for the process. They are the goto person and represent this process across the entire organization. They will ensure that the process is clearly defined, designed and documented. They will ensure that the process has a set of Policies for governance.Example: The process owner for Incident management will ensure that all of the activities to Identify, Record, Categorize, Investigate, … all the way to closing the incident are defined and documented with clearly defined roles, responsibilities, handoffs, and deliverables. An example of a policy in could be… “All Incidents must be logged”. Policies are rules that govern the process. Process Owner ensures that all Process activities, (what to do), Procedures (details on how to perform the activity) and the policies (r…

How Does ITIL Help in the Management of the SDLC?

I was recently asked how ITIL helps in the management of the SDLC (Software Development Lifecycle).  Simply put... SDLC is a Lifecycle approach to produce the software or the "product".  ITIL is a Lifecycle approach that focuses on the "service".
I’ll start by reviewing both SDLC and ITIL Lifecycles and then summarize:
SDLC  -  The intent of an SDLC process is to help produce a product that is cost-efficient, effective and of high quality. Once an application is created, the SDLC maps the proper deployment of the software into the live environment. The SDLC methodology usually contains the following stages: Analysis (requirements and design), construction, testing, release and maintenance.  The focus here is on the Software.  Most organizations will use an Agile or Waterfall approach to implement the software through the Software Development Lifecycle.
ITIL  -  is a best practice for IT service management (ITSM) that focuses on aligning IT services with the needs …

Incidents when a Defect is Involved

Question: We currently track defects in a separate system than our ticket management system. With that said, my question is does anyone have suggestions and/or best practices on how to handle incidents when a defect is involved? Should the incident be closed since the defect is being worked on in another defect tracking system if it is noted in the incident ticket? I am considering creating an incident statuses of 'closed-unresolved' so the incident can still be reported on in our ticket management system but know it is being worked on/tracked in the defect system. With defects, it is possible that we may never work on them because they are very low priority and the impact is low to the user. However, in some cases a defect is being worked on. Should we create a problem ticket instead?
Thanks, René W.

Answer: RenĂ©. In ITIL, the activity you are describing is handled by the Problem Management process. ITIL does not use the term “defect” but it does use the term “known error” to…