Page 364 - ITIL® Foundation 3.15
P. 364
Major Problem Review
Every process is responsible for the effective use of their budget. If a lot of time or effort (money) was spent in the resolution of a problem, then the problem management process will need to evaluate whether there was waste in the process. A major problem review is a meeting that is held to identify “lessons-learned” and to determine if the process can be improved.
• What things were done correctly?
• What things were done wrong?
• What could be done better in the future?
• How can a recurrence be prevented?
• Has there been any third-party
responsibility?
• Are there any follow-up actions needed?
After every major problem, a review should be conducted to learn any lessons for the future.
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