ServiceNow (SNOW), PIR stands for Post-Incident Review

[Dinesh-SNOW]

What is PIR?

• A Post-Incident Review is a formal review conducted after a major incident has been resolved.

• Its purpose is to analyze the incident, identify root causes, and determine preventive actions to avoid recurrence.

• PIR is part of ITIL best practices for incident and problem management.

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Key Objectives of PIR

1. Review Incident Details

   • Incident timeline, impact, and resolution steps.

2. Identify Root Cause

   • Why the incident happened and contributing factors.

3. Evaluate Response

   • Assess how effective the incident management process was.

4. Document Lessons Learned

   • Highlight what worked well and what needs improvement.

5. Define Preventive Actions

   • Assign follow-up tasks to prevent similar incidents.

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How PIR Works in ServiceNow

1. Major Incident Resolved → Trigger PIR process.

2. Create PIR Record in the Post-Incident Review table (usually linked to the incident).

3. Fill Details:

   • Incident reference

   • Root cause

   • Lessons learned

   • Recommendations / action items

4. Review & Approve → Share with stakeholders.

5. Close PIR once actions are completed.

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Benefits of PIR

• Improves incident handling efficiency.

• Reduces recurring incidents.

• Enhances knowledge sharing across IT teams.

• Supports continuous improvement in IT operations.

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In short:

PIR is a structured review conducted after a major incident in ServiceNow to analyze the cause, assess response, and implement improvements to prevent future incidents.