This is the blog of Ronald Bartels that wanders on and off the subject of problem management (that is how it started), but it is best described by Ray who says this is Daddy's thoughts! Like the best music is from the Eighties and a wee dram helps in solving most inconveniences.
Expanded Incident Bicycle (explaining the expanded incident lifecycle)
In the major incident process, timelines are the most important
aspect of the process to do right. The reason is that it is the best
source of data for problem management, which oversees the process from a
quality viewpoint. Deviations from the norm are clear indicators of
underlying issues. The timelines in the major incident process are aligned with the ITIL
process as these timelines in ITIL are referred to as the Expanded