--- title: Blog - IT CSI | Incident Management description: Incident Management | IT Continual Service Improvement weekly blog. --- [![Thinking_Dimensions_Global_Logo_black.png](https://www.thinkingdimensions.com/hs-fs/hubfs/Thinking-Dimensions-New-Logo-FINAL-1_2.png-1.webp?width=600&height=280&name=Thinking-Dimensions-New-Logo-FINAL-1_2.png-1.webp "Thinking_Dimensions_Global_Logo_black.png")](https://www.thinkingdimensions.com) ![TDG_BLOG_Head](https://www.thinkingdimensions.com/hs-fs/hubfs/TDG_BLOG_Head.jpg?width=2000&name=TDG_BLOG_Head.jpg "TDG_BLOG_Head") # Blog - IT CSI ## [Is it a myth to expect a seamless handover between Incident and Problem Investigations?](https://www.thinkingdimensions.com/blog/it-csi/is-it-a-myth-to-expect-a-seamless-handover-between-incident-and-problem-investigations) By [Mat-thys Fourie](https://www.thinkingdimensions.com/blog/it-csi/author/mat-thys-fourie) on Oct 30, 2017 10:14:00 PM [![](https://www.thinkingdimensions.com/hubfs/Handover.png) ](https://www.thinkingdimensions.com/blog/it-csi/is-it-a-myth-to-expect-a-seamless-handover-between-incident-and-problem-investigations) Topics: [Problem Management](https://www.thinkingdimensions.com/blog/it-csi/topic/problem-management) [Incident Management](https://www.thinkingdimensions.com/blog/it-csi/topic/incident-management) [Continue Reading](https://www.thinkingdimensions.com/blog/it-csi/is-it-a-myth-to-expect-a-seamless-handover-between-incident-and-problem-investigations) ## [Rapid Incident Restoration within 5 Questions](https://www.thinkingdimensions.com/blog/it-csi/rapid-incident-restoration-within-5-questions) By [Mat-thys Fourie](https://www.thinkingdimensions.com/blog/it-csi/author/mat-thys-fourie) on Aug 9, 2017 10:15:00 PM [![](https://www.thinkingdimensions.com/hubfs/img/Blog_Photos/rapidincidentrestoration.jpg) ](https://www.thinkingdimensions.com/blog/it-csi/rapid-incident-restoration-within-5-questions) #### **How to identify the reason an incident occurred by asking just 5 questions? (And these are not the 5 WHYs...)** Our approach is surprisingly simple, single-minded and focused. Every action is based on finding the **CORRECT****FAULT!** Almost every time when our consultants get involved with a Bridge Team trying to restore an action, we find them floundering to identify the correct fault. All we do differently to what has been tried before is ask searing questions of the SMEs that focus on the fault. Topics: [Incident Management](https://www.thinkingdimensions.com/blog/it-csi/topic/incident-management) [Continue Reading](https://www.thinkingdimensions.com/blog/it-csi/rapid-incident-restoration-within-5-questions) ## [Who Has the Information in Incident Investigation?](https://www.thinkingdimensions.com/blog/it-csi/who-has-the-information-in-incident-investigation-0) By [Mat-thys Fourie](https://www.thinkingdimensions.com/blog/it-csi/author/mat-thys-fourie) on Apr 26, 2016 10:30:00 PM [![](https://www.thinkingdimensions.com/hubfs/JC_diagrams/WhoHasTheInfo3.jpg) ](https://www.thinkingdimensions.com/blog/it-csi/who-has-the-information-in-incident-investigation-0) ### Simple Question, But Powerful! One of the most important questions to ask yourself in attempting to [solve an incident](https://www.thinkingdimensions.com/services/it-csi/incident-management) **quickly, accurately** and **permanently** is to ask the following three questions: 1. What do you know about the incident? 2. What don’t you know about the incident? 3. How can you collaborate with whom that could provide you with this missing information? Topics: [Incident Management](https://www.thinkingdimensions.com/blog/it-csi/topic/incident-management) [Continue Reading](https://www.thinkingdimensions.com/blog/it-csi/who-has-the-information-in-incident-investigation-0) ## [Mean Time to Restore Service - Improve your MTR by 50-60%](https://www.thinkingdimensions.com/blog/it-csi/mean-time-to-restore-service-improve-your-mtr-by-50-60) By [Mat-thys Fourie](https://www.thinkingdimensions.com/blog/it-csi/author/mat-thys-fourie) on Jun 18, 2015 2:42:00 AM [![](https://www.thinkingdimensions.com/hs-fs/hub/358589/file-2143279689-jpg/img/Blog_Photos/rootcause.jpg) ](https://www.thinkingdimensions.com/blog/it-csi/mean-time-to-restore-service-improve-your-mtr-by-50-60) The key lies in asking the right interrogative questions to the right people in order to identify the correct restoration criteria for a quick and accurate restoration. It is easier than you think when you follow a process that can be used in any type of incident. It is all about three components namely; [**OBJECT, FAULT **and** UNIQUENESS **of the fault.](https://www.thinkingdimensions.com/resources/blog/it-csi/finding-the-right-fault-is-the-key-to-superior-incident-investigation) Topics: [Incident Management](https://www.thinkingdimensions.com/blog/it-csi/topic/incident-management) [Continue Reading](https://www.thinkingdimensions.com/blog/it-csi/mean-time-to-restore-service-improve-your-mtr-by-50-60) ## [Developing a Useful Hypothesis: ](https://www.thinkingdimensions.com/blog/it-csi/developing-a-useful-hypothesis) By [Mat-thys Fourie](https://www.thinkingdimensions.com/blog/it-csi/author/mat-thys-fourie) on Apr 1, 2015 4:48:00 PM [![](https://www.thinkingdimensions.com/hubfs/img/Blog_Photos/acidtest.png) ](https://www.thinkingdimensions.com/blog/it-csi/developing-a-useful-hypothesis) ## The Acid Test for Finding Effective Root Causes If you cannot develop a useful hypothesis for a [specific problem situation](https://www.thinkingdimensions.com/resources/blog/it-csi/combining-4-actions-will-solve-virtually-any-problem-situation), you do not have a worthwhile cause to be considered. A hypothesis in itself is a test of your ability to link a cause to that of the incident/fault experienced. Topics: [Incident Management](https://www.thinkingdimensions.com/blog/it-csi/topic/incident-management) [Continue Reading](https://www.thinkingdimensions.com/blog/it-csi/developing-a-useful-hypothesis) [All posts](https://www.thinkingdimensions.com/blog/it-csi/all) [Next [fa icon="angle-double-right"]](https://www.thinkingdimensions.com/blog/it-csi/topic/incident-management/page/2) CATEGORIES [IT SERVICE ](https://www.thinkingdimensions.com/blog/it-csi) [OPERATIONS ](https://www.thinkingdimensions.com/blog/industrial-problem-solving) [STRATEGY ](https://www.thinkingdimensions.com/blog/strategy) [KEPNER QUOTES ](https://www.thinkingdimensions.com/blog/kepner) ### Recent Posts SIGN UP TO OUR NEWSLETTER Sign up for our newsletter and receive updates that will help your business to grow. 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