{"id":2901,"date":"2026-01-18T17:24:39","date_gmt":"2026-01-18T17:24:39","guid":{"rendered":"https:\/\/sdrefocus.com\/?page_id=2901"},"modified":"2026-01-20T22:22:32","modified_gmt":"2026-01-20T22:22:32","slug":"incident-mgt","status":"publish","type":"page","link":"https:\/\/sdrefocus.com\/index.php\/incident-mgt\/","title":{"rendered":"Is Incident Management a Value Stream"},"content":{"rendered":"\n<h2>\n\t\t\tIs Incident Management a Value Stream?\t<\/h2>\n\t<strong>This article was originally written in February 2022 for the VSM consortium blog.<\/strong><br \/>\nThe Value Stream Management Consortium became <strong>Flowtopia<\/strong> in October 2025. If you are not yet a member, we invite you to visit\u00a0<a title=\"\" href=\"http:\/\/flowtopia.io\/\" target=\"_blank\" rel=\"noopener\">flowtopia.io<\/a>\u00a0and <a href=\"https:\/\/www.flowtopia.io\/checkout\/flow-pro-membership?affiliate_code=f836d3\" target=\"_blank\" rel=\"noopener\"><strong>join us<\/strong><\/a>.\n<blockquote><p><em>&#8220;In this, the first of a series of blog posts from the Value Stream Management Consortium, our experts weigh in on, &#8220;Is THIS a value stream?&#8221; First up, we&#8217;re looking at Incident Management.&#8221;<\/em><\/p><\/blockquote>\n\t<p>As defined by ITIL,\u00a0<strong>Incident Management<\/strong>\u00a0is a process or a service management practice that aims to manage the lifecycle of all incidents (unplanned interruptions or reductions in quality of IT services).<\/p>\n<p>On the other hand,\u00a0<strong>Incident Resolution can be viewed as a <a href=\"https:\/\/sdrefocus.com\/index.php\/vsm-approach\/\" target=\"_blank\" rel=\"noopener\">value stream<\/a><\/strong>\u00a0(or a value streamlet) with :<\/p>\n<ul>\n<li><strong>A clear trigger event<\/strong>: incidents or system outages<\/li>\n<li><strong>A clear <a href=\"https:\/\/sdrefocus.com\/index.php\/value-driven\/\" target=\"_blank\" rel=\"noopener\">value<\/a> delivered<\/strong>: incidents resolved<\/li>\n<li><strong>Its own flows of work, material, and information<\/strong><\/li>\n<li><strong>Performance metrics<\/strong>: MTTD and MTTR (one of the four key metrics of Accelerate)<\/li>\n<\/ul>\n<p><strong>A &#8220;Software Delivery Value Stream&#8221; can be mapped as a sequence of steps from Customer Requests to Delivery of a software product or service.<\/strong>\u00a0We can also visualize the extended value stream with pre-request and post-delivery works.<\/p>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/sdrefocus.com\/wp-content\/uploads\/2026\/01\/Fig-1-sd-value-stream-1024x353.png\" alt=\"Fig 1 - sd value stream\" itemprop=\"image\" height=\"353\" width=\"1024\" title=\"Fig 1 - sd value stream\" onerror=\"this.style.display='none'\" loading=\"lazy\" \/>\n\t<p>Usually, we associate the &#8220;software delivery value stream&#8221; with its main objective of\u00a0<strong>delivering new features<\/strong>.\u00a0 But, this is only one of the several types of customer requests and types of work that the value stream has to manage.\u00a0<strong>Feature requests are only the tip of the iceberg!<\/strong><\/p>\n<blockquote><p><em>Fixing bugs, resolving incidents, anticipating and fixing vulnerabilities, responding to support requests, reducing technical debt, etc. are works that, when accomplished, bring value to users and whose flows are different from features.<\/em><\/p><\/blockquote>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/sdrefocus.com\/wp-content\/uploads\/2026\/01\/Fig-2-types-of-customer-requests.png\" alt=\"Fig 2 - types of customer requests\" itemprop=\"image\" height=\"676\" width=\"821\" title=\"Fig 2 - types of customer requests\" onerror=\"this.style.display='none'\" loading=\"lazy\" \/>\n\t<h5><strong>To address this complexity and visualize this reality, a &#8220;software delivery value stream&#8221; can be decomposed into &#8216;value streamlets&#8217;:<\/strong><\/h5>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/sdrefocus.com\/wp-content\/uploads\/2026\/01\/Fig-3-SD-value-streamlets-1024x602.png\" alt=\"Fig 3 - SD value streamlets\" itemprop=\"image\" height=\"602\" width=\"1024\" title=\"Fig 3 - SD value streamlets\" onerror=\"this.style.display='none'\" loading=\"lazy\" \/>\n\t<p>The &#8220;Incident Resolution value streamlet&#8221; can be mapped using the same visual representation as the &#8220;Feature Development value streamlet&#8221;.<\/p>\n<blockquote><p><em>We can use the power of the <a href=\"https:\/\/sdrefocus.com\/index.php\/vsm-services\/\" target=\"_blank\" rel=\"noopener\"><strong>value stream mapping<\/strong><\/a> technique to make visible the specifics of these types of work: their own input rate, information and workflows, timeline, and performance metrics.<\/em><\/p><\/blockquote>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/sdrefocus.com\/wp-content\/uploads\/2026\/01\/Fig-4-SD-Flow-Pattern-Incident-Resolution-1024x765.png\" alt=\"Fig 4 - SD Flow Pattern Incident Resolution\" itemprop=\"image\" height=\"765\" width=\"1024\" title=\"Fig 4 - SD Flow Pattern Incident Resolution\" onerror=\"this.style.display='none'\" loading=\"lazy\" \/>\n\t<h5>Finally, the different value streamlets form a network that contributes to the whole software delivery value stream and to the delivery of value to its customers :<\/h5>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/sdrefocus.com\/wp-content\/uploads\/2026\/01\/Fig-5-Network-of-SD-Value-streamlets-1024x609.png\" alt=\"Fig 5 - Network of SD Value streamlets\" itemprop=\"image\" height=\"609\" width=\"1024\" title=\"Fig 5 - Network of SD Value streamlets\" onerror=\"this.style.display='none'\" loading=\"lazy\" \/>\n\t<p>&#8220;New feature development&#8221; and &#8220;incident resolution&#8221; are two external value streamlets directly delivering value to customers, while &#8220;vulnerability remediation&#8221; is an internal supporting value streamlet serving others value streamlets and processes like &#8220;App Security Testing&#8221; and\u00a0 &#8220;Incident Management&#8221;.<\/p>\n<blockquote><p><strong><em>Because the value delivered by our software is not only measured by the features deployed to users but also by the quality, security, and reliability of the systems running in production, we need to seriously consider &#8220;incident resolution&#8221; as a value stream(let).\u00a0<\/em><\/strong><\/p><\/blockquote>\n<h3>\n\t\t\tLinks\t<\/h3>\n\t<ul>\n<li>Our <a href=\"https:\/\/sdrefocus.com\/index.php\/vsm-services\/\" target=\"_blank\" rel=\"noopener\"><strong>Value Stream Mapping for Digital Teams services<\/strong><\/a><\/li>\n<li><a href=\"https:\/\/sdrefocus.com\/index.php\/vsm-platforms\/\" target=\"_blank\" rel=\"noopener\"><strong>See Platforms as Value Streams<\/strong><\/a><\/li>\n<li><strong><a href=\"https:\/\/sdrefocus.com\/index.php\/resources\/whitepaper-value-stream-mapping-for-software-delivery\/\" target=\"_blank\" rel=\"noopener\">Whitepaper Value Stream Mapping for Software Delivery<\/a> (2021)<\/strong><\/li>\n<li>Check out our <strong>articles and contributions to the VSM Consortium blog<\/strong> on our <a href=\"https:\/\/sdrefocus.com\/index.php\/resources\/\" target=\"_blank\" rel=\"noopener\"><strong>Resources<\/strong><\/a> page.<\/li>\n<li><strong><a href=\"https:\/\/sdrefocus.com\/index.php\/value-driven-news\/\" target=\"_blank\" rel=\"noopener\">Value-Driven News<\/a>:<\/strong> A look at the latest advances in Value Stream Management to deliver greater value and streamline your workflows. <strong>LinkedIn newsletter\u00a0<\/strong><strong><a href=\"https:\/\/www.linkedin.com\/newsletters\/7248671317887995904\/\" target=\"_blank\" rel=\"noopener\">here.<\/a><\/strong><\/li>\n<li><strong>Like to <a href=\"https:\/\/www.flowtopia.io\/checkout\/flow-pro-membership?affiliate_code=f836d3\" target=\"_blank\" rel=\"noopener\">join our growing Flowtopia community<\/a>?<\/strong><\/li>\n<\/ul>\n\n","protected":false},"excerpt":{"rendered":"<p>Is Incident Management a Value Stream? This article was originally written in February 2022 for the VSM consortium blog. The Value Stream Management Consortium became Flowtopia in October 2025. If you are not yet a member, we invite you to visit\u00a0flowtopia.io\u00a0and join us. &#8220;In this, the first of a series of blog posts from the [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"no-sidebar","site-content-layout":"page-builder","ast-site-content-layout":"full-width-container","site-content-style":"unboxed","site-sidebar-style":"unboxed","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","theme-transparent-header-meta":"enabled","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-2901","page","type-page","status-publish","hentry"],"aioseo_notices":[],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/sdrefocus.com\/index.php\/wp-json\/wp\/v2\/pages\/2901","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sdrefocus.com\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/sdrefocus.com\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/sdrefocus.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/sdrefocus.com\/index.php\/wp-json\/wp\/v2\/comments?post=2901"}],"version-history":[{"count":5,"href":"https:\/\/sdrefocus.com\/index.php\/wp-json\/wp\/v2\/pages\/2901\/revisions"}],"predecessor-version":[{"id":3013,"href":"https:\/\/sdrefocus.com\/index.php\/wp-json\/wp\/v2\/pages\/2901\/revisions\/3013"}],"wp:attachment":[{"href":"https:\/\/sdrefocus.com\/index.php\/wp-json\/wp\/v2\/media?parent=2901"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}