Turn Incidents into Problem Improvement
Use ITIL problem management and PDCA to convert recurring incidents into a tracked improvement cycle.
Payroll exports fail every Friday at 6:00 p.m. Support restores the job manually and closes the incident, but the same failure returns. Incident -> Problem -> PDCA improvement loop: restore service first, convert recurrence into a governed problem record, then standardize the fix through measured improvement. The trap is treating every successful restoration as closure. Restoration proves the team can recover. It does not prove the underlying weakness is understood, owned, or reduced. Plan Open a problem record after recurrence. Hypothesis: the HRIS sync locks employee-status records during payroll export. Define target: zero Friday export failures for four cycles. PDCA…
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