Major Incident-Post Major Incident Review

[bcrose623]

We are trying to improve our Major incident process and I would like to ask what other companies are doing for post Major incident review process.  

Example:  We have a major incident (MI), it has been resolved and we have closed the MI ticket.  We then have a MI review meeting and with that meeting there are some "to do" for some teams.  How do other companies track these items?  Do they create a Problem ticket and associate to the MI ticket and create different tasks for teams?  Or do they create a service Request for those items that other team needs to complete.  Currently, we document everything in a spreadsheet and have a list of action items.  Unfortunately, we have a difficult time tracking those action items.  Any would be appreciated.

[Anurag Tripathi]

Hi,

Couple of places I have seen Major incident, they all have a problem ticket mandatory that goes off after the I is resolved. RCA and CAPA has to be done.

[Ahmed Drar]

what i have seen in common in many organisations are

• Problem ticket MUST be create for every MI
• Post incident analysis MUST be Done
• Post Incident Report is send out Service Owner and MI Managers
• if there is outage, outage record is created and linked to Service Offering

I hope this helps.

Ahmed

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