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CMMI by Eileen C. Forrester, Brandon L. Buteau, Sandy Shrum

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Incident Resolution and Prevention: A Service Establishment and Delivery Process Area at Maturity Level 3

Purpose

The purpose of Incident Resolution and Prevention (IRP) is to ensure timely and effective resolution of service incidents and prevention of service incidents as appropriate.

Introductory Notes

The Incident Resolution and Prevention process area involves the following activities:

• Identifying and analyzing service incidents

• Initiating specific actions to address incidents

• Monitoring the status of incidents, tracking progress of incident status, and escalating as necessary

• Identifying and analyzing the underlying ...

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