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Data
Data
Historical, reference and situational information helps a process understand its context.
Information supports decisions
Previous incidents, system dependencies, capacity observations and root cause analyses help assess a new situation. This knowledge accumulates between process runs and can improve the quality of the next run.
The same information in different roles
An individual incident report is an input to be processed. Incident history is enabling data. An approved operating procedure, in turn, guides the process. The classification depends on how the information is used, not its file format.
Practical example
Identifying an incident
A specialist compares a new observation with an earlier root cause analysis and checks dependencies in the configuration management database (CMDB). Up-to-date information helps focus the investigation on the right systems.
Include in your process description
- What historical and reference information is used in decisions?
- Who is responsible for data quality and keeping it up to date?
- Can the right people access the information when needed?
- How are new findings added to the shared knowledge base?
Based on the Generic Process Model materials. Sources and clarifications.