From the course: Putting ITIL® into Practice: Problem Management Techniques
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How to do it: Steps - ITIL Tutorial
From the course: Putting ITIL® into Practice: Problem Management Techniques
How to do it: Steps
- [Voiceover] To perform a problem review, first, plan to get the right people there with the right agenda and the right purpose in mind. Then gather pertinent facts and opinions before the review. Next you'll want to run the problem review session. Then you'll record lessons learned and select action items for improvement. Lastly, communicate those findings and actions to key stakeholders. In a problem review, first recover the problem. What was the root cause? What action items will prevent it from happening again? Next we cover problem handling. What went well? Not so well? What action items can we identify to handle the problem better next time? Next is action item review, where we assign and prioritize action items and set a date for status check in. Lastly, we plan for communicating to customers, users, suppliers, and IT staff who have a stake in the problem and its solution. Invite the right people to participate in the problem review. Include anyone who can make a significant…
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