The Expanded Incident Lifecycle (diagram of times)

This life cycle is the crucial link between incidents and problems as the trending of these times can highlight problems associated with insufficient workarounds plus time to detect, diagnose, repair, restore and recover. Many vendors hard sell monitoring tools which only address time to detect. The expanded incident life cycle justifies where to wisely make your investment.

The ITIL process has relevance to the Major Incident Process (MIP) discussed here.