Major Problem Review
A good practice is to have a review for all major problems. The review should examine:
- The correct steps taken
- The problems encountered during the implementation of the solution
- The need to improve
- Prevent the recurrence of further similar incidents
- Third-Party/Vendor/Supplier involved in the implementation
The knowledge learned from the review should be incorporated into a service review with the business customer to ensure that the customer is aware of the actions taken and the plans to prevent future similar 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.
Read more about this topic: Problem Management
Famous quotes containing the words major, problem and/or review:
“What was lost in the European cataclysm was not only the Jewish past—the whole life of a civilization—but also a major share of the Jewish future.... [ellipsis in source] It was not only the intellect of a people in its prime that was excised, but the treasure of a people in its potential.”
—Cynthia Ozick (b. 1928)
“One thing in any case is certain: man is neither the oldest nor the most constant problem that has been posed for human knowledge.”
—Michel Foucault (1926–1984)
“I review novels to make money, because it is easier for a sluggard to write an article a fortnight than a book a year, because the writer is soothed by the opiate of action, the crank by posing as a good journalist, and having an airhole. I dislike it. I do it and I am always resolving to give it up.”
—Cyril Connolly (1903–1974)