Closed Loop Incident Process
Closed Loop Incident Process
Closed Loop Incident Process
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Traditional <strong>Incident</strong> Management<br />
From diagnosis to resolution<br />
1<br />
Identify service<br />
performance<br />
degradation<br />
Troubleshoot<br />
problem to<br />
isolate root cause<br />
1. Service performance<br />
notification<br />
2<br />
3<br />
Identify<br />
actionable<br />
condition /<br />
changes to be<br />
implemented<br />
2. Gather data to<br />
assign SME<br />
4<br />
Create TT/RFC<br />
to implement<br />
change<br />
3. Bouncing the<br />
incident<br />
5<br />
Implement and<br />
automate change<br />
to close RFC<br />
6<br />
Update CMS<br />
(Federated CMDB)<br />
6. Update CMDB -<br />
timely & correctly?<br />
End User<br />
Help Desk<br />
“Fire Storms”<br />
CMDB<br />
7<br />
4. Ticket is finally<br />
assigned to the<br />
correct SME<br />
5. Impact analysis and<br />
change<br />
management<br />
Multiple un-integrated systems and data stores, manually coordinated<br />
hand-offs → inconsistent troubleshooting, high MTTR<br />
SME: Subject Matter Experts
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