Diagnose Issue Stage

Description

The purpose of the value stream stage “Diagnose Issue” is to prepare the best/quickest course of action to retain or restore normal operations. Further diagnosis can be performed to identify the root cause(s) of a potential or detected issue.

Table 1. Diagnose Issue Value Stream Stage

Entrance Criteria:

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

Exit Criteria:

  • Validated course of action as a (first) measure for issue prevention or issue resolution is defined and assigned

  • Actual Product Instance or system problem areas identified by the problem analyst, as input for the Development team Product Backlog

Value Item:

  • Course of action defined for issue prevention or remediation and assigned to the resolution group

Activities:

  • Should understand severity, business impact, escalation paths, and find fixes by consulting the knowledge base or accessing up-to-date information from the Digital Product lifecycle

  • Should find quick fixes and/or work-arounds

  • Should identify root causes

  • Shall propose a course of action or activities needed to start, change, restore, or stop service operation levels

  • Shall approve the proposed course of action steps as a valid measure to resolve an Incident or to retain/resolve service operation

Examples of Participating Stakeholders:

  • Chief Security Officer

  • Consumer

  • Development Team

  • Risk Analyst

  • Security Analyst

  • Service Desk Agent

  • Vendor Manager

Participating Data Objects (Component):