Summary

Monitor the Status of Incidents to Closure.

Description

Throughout the life of the incident, the status of the incident should be recorded, tracked, escalated as necessary, and closed.

Refer to the Work Monitoring and Control (WMC) (CMMI-SVC) process area for more information about providing an understanding of the ongoing work so that appropriate corrective actions can be taken when the performance deviates significantly from the plan.


Example Work Products



  1. Closed incident management records


Subpractices



1. Document actions and monitor and track the incidents until they meet the terms of the service agreement and satisfy the incident submitter as appropriate.

Monitor the responses to those who reported the incident and how the incident was addressed until it is resolved to the customer’s or organization’s satisfaction.



2. Escalate incidents as necessary.

The incident should be tracked throughout its life and escalated, as necessary, to ensure its resolution. Escalation may be required if relevant stakeholders are not satisfied with the resolution or if the resolution is urgent or requires non-standard processes or resources.



3. Review the resolution and confirm the results with relevant stakeholders.

Confirming that the underlying causes were successfully addressed can involve confirming with the person who reported the incident or others involved in analyzing the incident that the actions taken in fact resulted in the incident no longer occurring. Part of the result of addressing the incident can be the level of customer satisfaction.

Now that the incident has been addressed, it is confirmed that the service again meets the terms of the service agreement.



4. Close incidents that meet the criteria for closure.