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    03 — Value stream · VS-10

    Incident-to-Resolution

    From the moment a technology service degrades to the moment the people who depend on it are working again and the cause is understood — the stream that turns noise into a known, closed incident.

    • Detect-to-Restore
    • Incident Lifecycle
    // FIG. 03 · Stage flow
    1Detect & Log2Classify & Priori…3Diagnose & Restore4Communicate5Close & Learn
    1. 01

      Detect & Log

      VS-10.10

      Notice the degradation — from a person or a monitor — and record it once, against the service it affects.

    2. 02

      Classify & Prioritize

      VS-10.20

      Decide what is affected, how badly and for whom, using the CMDB's picture of what depends on what.

    3. 03

      Diagnose & Restore

      VS-10.30

      Find the fastest safe route back to a working service, which is rarely the same as finding the root cause.

    4. 04

      Communicate

      VS-10.40

      Keep the people affected and the people accountable informed while the service is down and when it is back.

    5. 05

      Close & Learn

      VS-10.50

      Confirm the restoration with the people affected, record the cause and hand anything structural to problem management.