Problem Closure

When any change has been completed (and successfully reviewed), and the resolution has been applied, the Problem Record should be formally closed – as should any related Incident Records that are still open. A check should be performed at this time to ensure that the record contains a full historical description of all events – and if not, the record should be updated.

The status of any related Known Error Record should be updated to shown that the resolution has been applied.

Major Problem Review

After every major problem (as determined by the organization’s priority system), while memories are still fresh a review should be conducted to learn any lessons for the future. Specifically, the review should examine:

• Those things that were done correctly
• Those things that were done wrong
• What could be done better in the future
• How to prevent recurrence
• Whether there has been any third-party responsibility and whether follow-up actions are needed.

Such reviews can be used as part of training and awareness activities for support staff – and any lessons learned should be documented in appropriate procedures, work instructions, diagnostic scripts or Known Error Records. The Problem Manager facilitates the session and documents any agreed actions.

The knowledge learned from the review should be incorporated into a service review meeting with the business customer to ensure the customer is aware of the actions taken and the plans to prevent future major incidents from occurring. This helps to improve customer satisfaction and assure the business that Service Operations is handling major incidents responsibly and actively working to prevent their future recurrence.

Date: 2014-12-29; view: 891