Is Incident Management a CI?

Discussion forum dedicated to configuration management and ITIL
Post Reply
User avatar
ITIL Expert
ITIL Expert
Posts: 117
Joined: Fri Dec 14, 2007 7:00 pm

Tue Apr 06, 2010 1:09 pm

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?


"the only statistics you can trust are those you falsified yourself"
Winston Churchill
User avatar
ITIL Expert
ITIL Expert
Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Tue Apr 06, 2010 5:22 pm

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).
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Post Reply