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CMMI for Services: Guidelines for Superior Service
book

CMMI for Services: Guidelines for Superior Service

by Eileen C. Forrester, Brandon L. Buteau, Sandy Shrum
October 2009
Intermediate to advanced content levelIntermediate to advanced
720 pages
16h 27m
English
Addison-Wesley Professional
Content preview from CMMI for Services: Guidelines for Superior Service

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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Publisher Resources

ISBN: 9780321685353Purchase book