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The Expanded Incident Lifecycle
The expanded incident lifecycle is a tool for identifying lost, or wasted time in dealing with incidents. It breaks down the overall outage time of an incident into sections, beginning with detection time, response time, repair time, recovery time, and restoration time. By analyzing each of these segments individually, each area can be optimized to be as short a time- frame as possible.
By optimizing each individual time-frame, the overall time is also shortened. An international manufacturer of voice routers lowered their mean-time to restore service from more than 6 hours to less than one hour. Much of this improvement in service delivery can be directly related to the application of time reducing mechanisms (better knowledge, process models) using the expanded incident lifecycle.
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