Post Incident Review (PIR)
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07-18-2016 10:44 AM
I saw in the Security Incident response there is now a section for Post Incident Review (PIR). While I see where this is coming from, now organizations have to figure the difference between:
Post Implementation Review (Change Management) - Not in ServiceNow base install, but a published best practice (ITIL) term
Post Incident Review (Security Operations)
Problem Management
Not that these are all related, or are intended for the same purposes, but I can see alot of overlap and confusion occurring.
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07-18-2016 11:15 AM
We have PIR Change Tasks that go out to the designated user, but with the Post Incident Review (we only use on Major Incidents) the incident is prevented from closing until the PIR section is completed and only the assigned Incident reviewer can write to those fields. Problems are managed by their individual Problem managers. We've been using all 3 for some time and haven't had any complaints or confusion.
