Best Approach for Incident Management: Parent/Child or One Incident with related impacted Services

[ShakshiG]

Should we use the parent/child relationship model for incidents, or should we create a single incident and relate all impacted services?

My client suggests consolidating all impacted services under one incident instead of using a parent/child structure.

I am curious to know how you have approached this.  Which one has worked best for your organization? I feel using a Parent/Child Relationship will help each team to document their individual service impact. Also, I feel there could be cases when teams may not initially link their incidents to the main issue but later discover their involvement. In this case, cancelling duplicates does not make sense.

[BrianProvencher · Accepted solution]

We use a parent/child relationship until we get several incidents for the same issue, which then becomes a Problem. The only problem I'd see with the impacted services option is that you may have several end users or sites that are affected by the issue and may want to have tracking/reporting for all of those separately.

[BrianProvencher · Accepted solution]

We use a parent/child relationship until we get several incidents for the same issue, which then becomes a Problem. The only problem I'd see with the impacted services option is that you may have several end users or sites that are affected by the issue and may want to have tracking/reporting for all of those separately.

[AndersBGS · Accepted solution]

Hi @ShakshiG ,

 what is the value that you would like to achieve? in my mind, it has two different purpose. patent / code incidents is where several incidents (user generated, event created etc. are created due to the same overarching incident. To consolidate all impacted services is more about CSDM / CMDB framework to show which services that are impacted due to a given incident.

[ShakshiG]

Thankyou Andres