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Is Incident Management a CI?

Posted: Tue Apr 06, 2010 1:09 pm
by viv121
Hi Guys,

Is Incident Management or for that matter any other service management can be called a Service CI? The Incident management as a service is configurable. What that means is that there can be changes which could be brought into the attributes of the way the Incident Management as a service works.

Any thoughts?

Posted: Tue Apr 06, 2010 5:22 pm
by Diarmid
As far as I as I'm concerned, incident management is not a service. It is a management process designed to ensure that "agreed service to the business" is restored "as soon as possible" following an incident.

I believe I take a wider view than many on what can usefully be considered a configuration item, but I'm not sure I would want a management process to come within the scope. If for no other reason than that most of the management processes contribute to the management of the CIs and the CMDB and cannot easily be turned on themselves.

Changes to the incident management procedure(s) will be under change management, as any changes to a quality system will be. But this is not the same as a change to a service or to the IT infrastructure.

Don't forget that every aspect of your services and infrastructure are geared to meeting customer requirements whereas your management system is geared to effecting your business objectives (inter alia it is concerned with your costs as well as your customer's).