Every Major Incident Deserves a Major Problem Review — Here's How to Do It Right
When to Conduct a Major Problem Review
Team members should carry out in-depth reviews of major problems.
When a Major Incident occurs, a problem should always be raised. After resolution, team members should carry out in-depth reviews of major problems.
What a Major Problem Review Covers
A major problem review should cover:
- What happened: The incident timeline and events
- Why it happened: Root cause analysis
- What worked: What went well in the response
- What could have been better: Areas for improvement
- What we learned: Key lessons and insights
- What we'll do differently: Action items and follow-up
The Major Problem Review Process
Step 1: Schedule Promptly
Schedule the review within 5 business days of the incident. Quickness matters—details are fresher, and the incident is still top of mind.
Step 2: Gather Participants
Include:
- Incident Commander (if used)
- Technical responders
- Problem Manager
- Service owners
- Management (for significant incidents)
Step 3: Prepare the Review
Collect:
- Incident timeline
- Communications
- Actions taken
- Root cause analysis
- Resolution details
Step 4: Conduct the Review
- Review the incident timeline
- Discuss the root cause
- Identify what worked well
- Identify areas for improvement
- Document action items
Step 5: Follow Up
- Assign owners to action items
- Set due dates
- Track completion
- Share learnings
Key Questions to Ask
|
Area |
Questions |
|
Detection |
How was the incident detected? Could it have been detected faster? |
|
Response |
Was the response effective? What could have been better? |
|
Communication |
Were stakeholders informed appropriately? |
|
Resolution |
Was the resolution effective? Could it have been faster? |
|
Prevention |
What could prevent recurrence? |
|
Learning |
What can we learn from this incident? |
Major Problem Review Template
Incident Summary
- Date and time
- Duration
- Severity
- Impact
Timeline
- When events occurred
- Key decisions
- Communications
Root Cause
- What caused the incident
- Contributing factors
What Worked
- What went well
What Could Have Been Better
- Areas for improvement
Lessons Learned
- Key insights
Action Items
|
# |
Action |
Owner |
Due Date |
|
1 |
Action |
Name |
Date |
Conclusion
Major problem reviews are essential for learning from significant failures. By conducting thorough reviews, organizations can prevent recurrence, improve response, and build resilience.
Action Items for Your Organization
- Establish a major problem review process
- Create a major problem review template
- Schedule reviews promptly after major incidents
- Assign action items with owners and due dates
Share learnings across the organization
