From the course: Putting ITIL® into Practice: Problem Management Techniques
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Where to use it - ITIL Tutorial
From the course: Putting ITIL® into Practice: Problem Management Techniques
Where to use it
- [Voiceover] Apply the problem review technique after every major problem resolution handling regardless of whether the handling was seen as successful or not. What constitutes a major problem will depend on your organization's definition but generally, in the context of IT service management, it is anything that causes a major disruption to the business or IT services. It's super important to make sure we surface and discuss what went well, what we did right that we can build on. If all we focus on is what went wrong, it can be demotivating for teams, and it misses half the story and half the opportunity to improve. To be effective, you have to make sure problem reviews are about learning and identifying action items for improvement in stakeholder communication and not about assigning blame.
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