Detect Issue Stage

Description

The purpose of the value stream stage “Detect Issue” is to detect issues in an Actual Product Instance or system that has caused or may cause degradation of the service or breach the agreed service levels, then to prioritize and assign them for further diagnosis in a structured and repeatable manner.

Table 1. Detect Issue Value Stream Stage

Entrance Criteria:

  • Monitoring and analytical tooling continuously monitors an Actual Product Instance or system for issues or triggers for proactive or self-healing maintenance activities

  • The service desk identifies and raises issues based on support interactions

Exit Criteria:

  • Prioritized list of issues and/or maintenance activities assigned to a resolver group to diagnose or review

Value Item:

  • The Actual Product Instance is continuously monitored for anomalies, issues, or alerts for maintenance activities

  • The service desk supports consumers of the Actual Product Instance and assigns Incidents

Activities:

  • Should proactively monitor the Actual Product Instance to:

    • Discover the Actual Product Instance and system topology

    • Track usage to support charging and licensing

    • Detect current or potential future issues in the Actual Product Instance or system that may impact:

      • Agreed service performance levels

      • Service security

      • Compliance policies

    • Identify and report patterns and trends

    • Detect incoming issues from the service desk or reported through a self-service mechanism

  • Shall create Events and/or Incidents when defined policies or thresholds are breached

  • Should correlate Events and/or Incidents with other Events and/or Incidents to determine impact for the Digital Product Instance or system

  • Shall assign prioritized Events and/or Incidents to a resolver group considering the impact on value realization based on a complete and up-to-date overview of all managed Events or Incidents

Examples of Participating Stakeholders:

  • Compliance Manager

  • Consumer

  • Development Team

  • Security Analyst

  • Service Desk Agent

  • Support Specialist

Participating Data Objects (Component):