I recently made a presentation, in the context of the TFT12 event, on techniques for advanced incident management. One of the important tools to use is the incident model. During the presentation, a tweet was made by a listener asking if the number of different incidents types, and hence models, would get out of hand. Since Twitter is not an adequate medium to respond to that excellent question, I will attempt to respond here.
There are three distinct issues to be addressed:
- What makes for a distinct incident model?
- Under what circumstances should a type of incident be modeled?
- How can we find a specific model if there is a large number of them?
I will conclude with a brief discussion of maturity levels in the use of incident models. [Read more…] about How many incident models should you have?