We've talked about metrics, and the way they drive continual improvement plans, another crucial component of the improvement process is the Post Implementation Review.
This is where all the players assemble, and review, for better or worse; what went well and what went wrong.
In the world of ITSM this is triggered by the Change Manager, after a change has been documented and completed, the Change Manager ensures that a Post Implementation Review is completed.
Enclosed is a "mashup" of the US Airlines Hudson Crash, if you thought the accounts were harrowing, wait until you see what happened in realtime.
Credit to Gizmodo
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