How do you document and communicate the outcomes of a problem review meeting?

2 Review and approve the problem review report

The next thing you need to do after preparing the problem review report is to review and approve it. This is an important step to ensure that the problem review report is accurate, complete, and aligned with the objectives and expectations of the problem management process. You should involve the key stakeholders of the problem review meeting, such as the problem owner, the problem manager, the problem team, the service owner, and the customer, in the review and approval process. You should also solicit feedback and suggestions from them, and incorporate any changes or corrections as needed. The review and approval process should be documented and tracked, and the final version of the problem review report should be signed off by the authorized parties.

3 Distribute the problem review report

After reviewing and approving the problem review report, it is essential to distribute it in order to communicate the outcomes of the problem review meeting to the relevant audiences and ensure they are aware of the problem resolution, lessons learned, and improvement actions. The full version of the problem review report should be sent to the problem stakeholders, such as the problem owner, manager, team, service owner, and customer. A summary version should be sent to service stakeholders like the service manager and desk, while a high-level version should be sent to organization stakeholders like senior management, quality manager, and audit manager. This will help inform and reassure stakeholders while providing valuable insights for improving problem management.

5 Implement the improvement actions

After updating the problem records and databases, it is important to implement the improvement actions as soon as possible. These actions are recommended in the problem review report to prevent or minimize the recurrence of the problem, to improve the processes and practices related to it, and to enhance the problem management capabilities. To do this, you should prioritize the improvement actions based on their urgency, impact, feasibility, and cost. Assign roles and responsibilities for each improvement action, define the expected outcomes and measures, plan and execute them, and monitor and control their progress and performance. Once complete, evaluate and report on the results and benefits of the improvement actions, as well as identify any gaps or issues.

6 Share the lessons learned

After implementing the improvement actions, it is essential to share the lessons learned. These are the insights and knowledge gained from the problem resolution, which may include what worked well, what did not work well, what can be improved, and what can be replicated. It is important to share these lessons with the problem management team to improve their skills, methods, tools, and collaboration. The service management team should also receive this information to enhance their service quality, reliability, and efficiency. Furthermore, sharing the lessons learned with the organization can help improve their culture, awareness, and satisfaction.