Post Incident Review Tasks

[Bidduam]

Wondering if anyone has a process they use for following up on tasks / outcomes that are put forward during a post incident review (PIR)?

I would presume most organisations do the same thing that we do and after a major incident there is a PIR, part of that PIR is to put forward suggestions / ideas on things that can be done to try and assist with preventing or decreasing the likelihood of that incident reoccurring. This is not quite problem management and we don't want to run it as a problem as most of the time that is overkill for the types of major incident that occurs. At this point the incident is already resolved, so Incident tasks don't appear to be the answer either.

We want to be able to assign and track tasks that come out of a PIR, does anyone have something that they do in ServiceNow already?

[Thore Senneset]

Our company is transitioning into ServiceNow "as we speak", and we will be continuing to do post (major) incident tasks/actions through Problem Management. We've been doing this successfully for years in our current ITSM-solution and I see no reason to change that. This is also what the Major Incident Management-functionality in Service Now will have you do.

[Nikhil Bajaj9]

Hi @Bidduam ,

See if this is helpful:- https://www.servicenow.com/docs/bundle/zurich-it-service-management/page/product/incident-management...

https://www.csueastbay.edu/its/processes-policies/change-management/pir.html

https://www.servicenow.com/docs/bundle/zurich-security-management/page/product/security-incident-res...

[Bidduam · Accepted solution]

Thank you for trying to provide some information, unfortunately it wasn't actually helpful as the links you provided simply explain how to use the PIR functionality within ServiceNow, which I already do.

What I was looking for was the next step after the PIR, the step that actually tracks and processes the suggested improvements that come out of the PIR process.

I have decided we will implement Continual Improvement Management, which can be raised via the major incident and tasks can be raised and tracked. That looks like it will provide the functionality we need.