What is a Post Implementation Review (PIR)?
In the event of an unsuccessful change that results in an incident, the Change Implementer shall create a Post Implementation Review (PIR) report using the procedure below to document the following for review:
- root cause of the failure
- business impact of the failure
- timeline of events
- contributing factors leading to the failure
- remediation steps to resolve the unsuccessful change
- action items and lessons learned to prevent a similar failure in future changes
PIR Procedure
All PIR reports are archived on the ITS Service Management SharePoint site
Change Implementer
- Open the RFC that was unsuccessful in ServiceNow.
2. On the Closure Information tab, select ‘Unsuccessful‘ from the ‘Close Code‘ dropdown, select the ‘Failure Reason‘, and complete the ‘Close Notes‘ field with a brief explanation of why the change was unsuccessful. The ‘PIR Required‘ checkbox will be automatically filled in and the PIR Review tab will display once ‘Unsuccessful‘ is selected.
Note: The PIR Review tab will be completed by the Change Approver.
4. Complete the ITS PIR Report form.
Note: Once completed, the form will automatically notify the Change Approver via email. Ensure the correct email address is entered in the Change Approver email field located on the form.
Change Approver
5. Review the PIR in SharePoint (from the link in the email generated by the ITS PIR Report form) and update the following columns in the SharePoint ITS PIR Reporting List:
- Was the failure major or critical? (Y/N)
- PIR Review Date
- PIR Approved (Y/N)
- Add any external attachments
7. Open the RFC related to the PIR in ServiceNow and select the PIR Review tab.
- If the unsuccessful change resulted in a Major Incident:
- Select ‘Major or critical incident‘ from the ‘Failed change result‘ dropdown
- Leave ‘Date CAB reviewed PIR‘ blank
- If the unsuccessful change resulted in no or minor issues:
- Select ‘No Issues‘ from the ‘Failed change result‘ dropdown
- Enter your EID in the ‘PIR Reviewed By‘ field
- Enter the date in the ‘PIR Reviewed‘ field
CAB Facilitator
8. Before a CAB meeting, run a report of failed RFCs with ‘Major or critical incident‘ and add to the CAB agenda, if needed.
9. After a CAB meeting, open the RFC related to the PIR in ServiceNow.
10. Complete the date the PIR was reviewed by the CAB on the PIR Review tab.
PIR Resources