Review

Analyse the Problem and Gather Insights.

The Review phase in the TRACeR method is focused on conducting a detailed analysis of the incident to gather all necessary information before action can be taken. The goal is to ensure that the incident is fully understood, which helps select the most appropriate response and minimizes potential missteps.

Key Actions in the Review Phase

Information Gathering:
- Examine all available details related to the incident, such as incident history, log files, error messages, and any associated documentation.
- Gather inputs from stakeholders, end-users, or other systems that could provide helpful context about the problem.
Stakeholder Consultation:
- If the incident affects multiple or complex areas, consult with Subject Matter Experts (SMEs) or other stakeholders to get a clearer picture.
- Validate the information provided during the triage phase to ensure accuracy and completeness.
Root Cause Analysis (Initial):
- Perform an initial root cause analysis to identify possible causes of the incident. This helps form a hypothesis about what might have caused the issue.
- Determine if the incident is isolated or part of a broader problem, which might necessitate a different course of action.
Assessment for Escalation:
- Decide if the incident can be resolved at the current support level or should be escalated to a higher tier for more specialised handling.
- Assess the complexity of the incident to determine whether additional resources are required.

Outcomes of the Review Phase

Comprehensive Understanding: The review phase ensures that all relevant information about the incident is gathered, contributing to a thorough understanding before moving to resolution.
Informed Decision-Making: This phase allows responders to make informed decisions about handling the incident, such as whether to proceed with action or escalate.
Minimisation of Errors: Verifying details and performing initial root cause analysis significantly reduces the risk of misdiagnosis or unnecessary actions, helping prevent further disruptions.

The Review phase is a critical step that lays the foundation for successful incident resolution. It ensures that responders have the correct information and that the right decisions are made about handling the incident. This step reduces the likelihood of repeated incidents and allows for a strategic approach to addressing the issue.

Last updated 4 months ago

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Key Actions in the Review Phase

Information Gathering:

Examine all available details related to the incident, such as incident history, log files, error messages, and any associated documentation.
Gather inputs from stakeholders, end-users, or other systems that could provide helpful context about the problem.

Stakeholder Consultation:

If the incident affects multiple or complex areas, consult with Subject Matter Experts (SMEs) or other stakeholders to get a clearer picture.
Validate the information provided during the triage phase to ensure accuracy and completeness.

Root Cause Analysis (Initial):

Perform an initial root cause analysis to identify possible causes of the incident. This helps form a hypothesis about what might have caused the issue.
Determine if the incident is isolated or part of a broader problem, which might necessitate a different course of action.

Assessment for Escalation:

Decide if the incident can be resolved at the current support level or should be escalated to a higher tier for more specialised handling.
Assess the complexity of the incident to determine whether additional resources are required.

Outcomes of the Review Phase

Comprehensive Understanding: The review phase ensures that all relevant information about the incident is gathered, contributing to a thorough understanding before moving to resolution.

Informed Decision-Making: This phase allows responders to make informed decisions about handling the incident, such as whether to proceed with action or escalate.

Minimisation of Errors: Verifying details and performing initial root cause analysis significantly reduces the risk of misdiagnosis or unnecessary actions, helping prevent further disruptions.