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Moving Past Simple Incident Metrics: Courtney Nash on the VOID
The Verica Open Incident Database (VOID) is assembling publically available software-related incident reports. InfoQ talks with Courtney Nash about their recent findings including how MTT* metrics may not be beneficial, the average time to incident resolution, and the importance of studying near-miss reports.
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Building an Effective Incident Management Process
A good incident management framework can help organizations manage the chaos of an outage more effectively leading to shorter incident durations and tighter feedback loops. This article introduces the components necessary for a healthy incident management process.
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Analyzing Incident Data across Organizations: Courtney Nash on the VOID
The Verica Open Incident Database (VOID) is assembling publically available software-related incident reports. InfoQ talks with Courtney Nash on their recent findings including how MTT* metrics may not be beneficial, the average time to incident resolution, and the importance of studying near-miss reports.
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How to Best Use MTT* Metrics to Optimize Your Incident Response
Selecting the correct MTT* metric to improve your incident response is important. If the wrong metric is chosen, the improvements may get lost in the noise of a multivariable equation. This article reviews the various MTT* metrics available and discusses the best scenarios for selecting each one.
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Interview and Book Excerpt: CMMI for Services
CMMI for Services(CMMI-SVC)is a process improvement framework developed by the SEI for service providers. InfoQ spoke to Eileen Forrester, co-author of CMMI for Services: Guidelines for Superior Service and manager of CMMI-SVC. In this interview we cover adoption practices for CMMI-SVC and its relationship with CMMI-DEV, ITIL and Agile accompanied by relevant excerpts from the book.
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Using ITIL V3 as a Foundation for SOA Governance
Those familiar with only ITIL V2 often scoff at the thought that ITIL could serve as a governance framework for SOA. Based on their perspective, they would be correct since V2 focused more heavily on operational processes rather than service lifecycle. With ITIL V3, the focus of the framework shifted toward what can only be accurately described as service-orientation.