||CMMI: CMMI® for Services, Version 1.2
SP 3.2 Plan Actions to Address Underlying Causes of Selected Incidents
3.2 Plan Actions to Address
Underlying Causes of Selected Incidents
Identify the underlying causes of selected
incidents and create an action proposal to address these
After analysis has determined the underlying
causes of incidents, the actions to be taken, if any, are planned.
Planning includes determining who will act, when, and how. All of this
information is documented in an action proposal. The action proposal is
used by those who take action to address the underlying causes of
- Action proposal
- Contribution to collection of known
approaches to addressing underlying causes of incidents
- Determine which group is best suited to
address the underlying cause.
Which group is best suited to address the underlying
cause may depend on the type of underlying cause, configuration items
involved, and the severity of the relevant incidents.
|Examples of groups and departments that
deal with different types of underlying causes include the
- A network support group
handles network issues.
- A UNIX server support team deals with server
- Human Resources controls personnel and privacy
- The Legal department controls issues relating
to intellectual property, disclosure of information, data loss,
- Public Relations is responsible for issues
relating to the reputation of the
- Determine the actions to be taken to address
the underlying cause.
When analyzing standard incidents, the actions for
addressing that standard incident may be documented as a standard action
plan. If the incident is not standard, a historical collection of
addressed incidents and known errors should be searched to see if the
incident is related to others. This data should be maintained to allow
this kind of analysis, thus saving time and leveraging effort.
|Examples of actions taken to address
the underlying cause include the following:
- Replacing a broken
- Training end users or service delivery
- Fixing a software defect
- Not addressing the underlying cause because it
is cheaper or less risky to deal with the incidents than address
Refer to the Decision Analysis and
Resolution process area for more information about analyzing possible
decisions using a formal evaluation process that evaluates identified
alternatives against established criteria.
- Document the actions to be taken in an
- Verify and validate the action proposal to
ensure that it effectively addresses the incident.
- Communicate the action proposal to relevant