From the course: Putting ITIL® into Practice: Problem Management Techniques
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What is it? - ITIL Tutorial
From the course: Putting ITIL® into Practice: Problem Management Techniques
What is it?
- [Voiceover] In this section, What to Know, we'll cover Problem Review, what it is, why you would use it, and where you would use it. That is, under what circumstances the technique is applicable in general, and specifically within problem management activities. We'll finish by covering how to do it, the actual steps. So let's get started. A problem review is a technique for examining how a problem situation was handled after the fact. With an eye towards doing more of what worked well and less of what didn't, in future problem situations. Typically the scope includes examining how to improve in the following four dimensions suggested by ITIL: people, processes, products, that is technology, and partners, that's suppliers. A problem review is an exercise in learning, action, and stakeholder communication. In it, we cover lessons learned, what was done well, and not so well, and preventing the problem in the first place, and in handling the problem when it did occur. The objective is…
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