SUBSIDIARIA MIBANCO

Changed the SG 2 title and statement to focus on managing individual incidents

SG 2 Identify, Control, and Address IndividualIncidents

Individualincidents are identified, controlled, and addressed.

Changed the SG 3 title and statement to focus on the analysis of selected incidents to define how to address similar incidents in the future

SG 3 Define Approaches to Analyze and Address Causes and Impacts of

Selected Incidents

Approaches to address Causes and impacts of selected incidents are

defined to prevent analyzed and addressed.

CMMI Version 1.3 Model Upgrade Training November 2010

Specific Practice Changes

Changed the SP 2.2 title and statement to focus on individual incident data, and removed the subjectivity of the “best” course of action

SP 2.2 Analyze IndividualIncident Data

Analyze individualincident data to determine the best a course of action.

Changed the SP 2.3 title and statement to resolve incidents

SP 2.3 Apply Workarounds to Selected Resolve Incidents

Apply workarounds to selected Resolve incidents.

Removed SP 2.4, Address Underlying Causes of Selected Incidents, because it is already covered by SP 3.3 subpractice 2

© 2010 Carnegie Mellon University 301

Specific Practice Changes

Clarified the SP 3.1 title and practice statement to reflect that for selected incidents, underlying causes are analyzed

SP 3.1 Analyze Selected Incident Data Incidents

Select and Analyze the underlying causes of selectedincidents.

Changed the SP 3.2 title and statement to focus on solutions for responding to future incidents

SP 3.2 Plan Actions Establish Solutions to Address Underlying Causes of

Selected Respond to FutureIncidents

Identify the underlying causes of selected incidents Establish and create maintain solutions to respond to future incidents.

Changed the SP 3.3 title and statement to focus on reducing future incident occurrence

SP 3.3 Establish Workarounds for Selected Incidents and Apply Solutions to

Reduce Incident Occurrence

Establish and maintain workarounds for apply solutions to reduce the occurrence of selected incidents.

CMMI Version 1.3 Model Upgrade Training November 2010

Changes to IRP in CMMI V1.3

Changes to Goals

SG 2 Identify, Control, and Address IndividualIncidents

Individual incidents are identified, controlled, and addressed.

SG 3 Define Approaches to Analyze and Address Causes and Impacts of

Selected Incidents

Approaches to address Causes and impacts of selected incidents are

© 2010 Carnegie Mellon University 303

Changes to IRP in CMMI V1.3

Changes to Practices

SP 2.2 Analyze IndividualIncident Data

Analyze individualincident data to determine athe bestcourse of action.

SP 2.3 Resolve Apply Workarounds to SelectedIncidents

Resolve Apply workarounds to selected incidents.

SP 2.4 Address Underlying Causes of Selected Incidents Address underlying causes of selected incidents. SP 2.54Monitor the Status of Incidents to Closure

Monitor the status of incidents to closure and escalate if necessary.

SP 2.65Communicate the Status of Incidents

Communicate the status of incidents.

CMMI Version 1.3 Model Upgrade Training November 2010

Changes to IRP in CMMI V1.3

Changes to Practices

SP 3.1 Analyze Selected Incidents Incident Data

Analyze Select and analyzethe underlying causes of selectedincidents.

SP 3.2 Plan Actions to Address Underlying Causes of Selected Incidents

Identify the underlying causes of selected incidents and create an action proposal to address these causes.

SP 3.2 Establish Solutions to Respond to Future Incidents

Establish and maintain solutions to respond to future incidents.

SP 3.3 Establish Workarounds for Selected Incidents

© 2010 Carnegie Mellon University 305

Informative Material Changes

SG2 Identify, Control, and Address Individual Incidents

• Added guidance to talk about the focus of this goal

The focus of this goal is on managing individual incidents as they occur to restore service or otherwise resolve the incidents as quickly as possible. Managing individual incidents can also include handling multiple related incidents through actions that focus on completing or restoring already affected service delivery.

SP 2.2 Analyze Individual Incident Data

• Added the concept of identifying a previously established workaround or known reusable solution to handle an incident similar to past incidents

SP 2.3 Resolve Incidents

• Added the concept of applying workarounds or other previously established reusable solutions to reduce the impact of incidents, which would otherwise each have to be handled on a case-by-case basis

CMMI Version 1.3 Model Upgrade Training November 2010

Informative Material Changes

SP 2.4 Monitor the Status of Incidents to Closure

• Moved “escalate incidents as necessary” to subpractice 2 2. Escalate incidents as necessary.

SP 2.5 Communicate the Status of Incidents

• Added guidance about communication and coordination of staff

Communication and coordination between incident resolution staff and service delivery staff may be appropriate to prevent incident resolution actions from interfering with ongoing service delivery.

© 2010 Carnegie Mellon University 307

Informative Material Changes

SG3 Analyze and Address Causes and Impacts of Selected Incidents

• Added guidance about the focus of this goal

The focus of this goal is on reducing the impact or occurrence of future incidents. The practices in this goal cover the analysis of selected incidents to define how to address similar incidents in the future. The results of this analysis are fed back to those who control and address incidents, and can also lead to the prevention of certain types of incidents.

SP 3.1 Analyze Selected Incidents

• Added a note to emphasize the importance of having a single repository established that contains all known incidents, their underlying causes, and approaches to addressing these underlying causes

• Added a new subpractice

4. Determine the best overall approach for dealing with selected incidents in the future.

CMMI Version 1.3 Model Upgrade Training November 2010

Informative Material Changes

SP 3.2 Establish Solutions to Respond to Future Incidents

• Added the concept of identifying a previously established workaround or known reusable solution to handle an incident similar to past incidents • Added “reusable solution description and instructions”, “contribution to

collection of workarounds for incidents”, and “workaround verification results” as example work products

• Added four new subpractices

1. Determine which group is best suited to establish and maintain a reusable solution.

2. Plan and document the reusable solution.

3. Verify and validate the reusable solution to ensure that it effectively addresses the incident.

© 2010 Carnegie Mellon University 309

Informative Material Changes

SP 3.3 Establish and Apply Solutions to Reduce Incident Occurrence

• Added guidance for managing the action to closure

• Added “updated incident management record” as an example work product • Added three new subpractices to address the underlying cause

6. Address the underlying cause by implementing the action proposal that resulted from the analysis of the incidents’ underlying causes.

7. Manage the actions until the underlying cause is addressed. 8. Record the actions and result.

• Added a reference to SSD in subpractice 6

• Added examples of escalation criteria in subpractice 7

CMMI Version 1.3 Model Upgrade Training November 2010