From the course: Putting ITIL® into Practice: Problem Management Techniques
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Why use it? - ITIL Tutorial
From the course: Putting ITIL® into Practice: Problem Management Techniques
Why use it?
- [Voiceover] Use the problem review technique to promote organizational learning about the problem and it's prevention handling, to identify actions to prevent or better handle similar future problems and to communicate what happened, how it was handled and what we're doing as a result to relevant stakeholders. Problem reviews help ensure the core team concerned with service reliability can take the time to reflect on and learn lessons about the problem and its causes. And how similar problems might be prevented in the future. Doing so requires both self reflection and a sharing of perspectives in individual and team thinking and learning. Leverage problem reviews to allow participants to take the time to reflect on a problem situation and its handling, so they can learn from it. This includes the core teams directly involved in the problem handling but also key stakeholders like costumers, users and IT support personnel who are impacted. They need to understand the story of the…
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