What is a PIR (Post Incident Review) and How to Run It

In the fast-paced world of technology and operations, incidents are inevitable. Whether it's a system outage, a security breach, or a significant bug, how a team handles and learns from these incidents can make a huge difference. One of the most effective tools for this is a Post Incident Review (PIR). A PIR is a structured process that helps teams understand what happened, why it happened, and how to prevent it from happening again. Here's how you can run a successful PIR from a team perspective.

What is a Post Incident Review (PIR)?

A Post Incident Review is a systematic examination of an incident that allows a team to uncover root causes, discuss what went right and wrong, and develop actionable steps to prevent similar issues in the future. It’s an essential part of continuous improvement in any organisation.

Steps to Run a Successful PIR

1. Preparation
   • Schedule the Review: Ensure the PIR is scheduled soon after the incident, while the details are still fresh in everyone's mind.
   • Gather Information: Collect all relevant data about the incident, including logs, timelines, impact assessments, and any communication that occurred during the incident.
   • Invite the Right People: Include all team members who were involved in managing the incident, as well as stakeholders who were affected by it. This ensures a comprehensive view of the incident from different perspectives.
2. Set the Stage
   • Create a Safe Environment: Encourage open and honest communication by emphasising that the goal is to learn and improve, not to blame.
   • Define the Agenda: Outline what will be covered during the review, such as the incident timeline, root cause analysis, impact assessment, and follow-up actions.
3. Incident Timeline
   • Reconstruct the Incident: Go through the incident step-by-step, from detection to resolution. Identify key events, decisions, and actions taken.
   • Identify Gaps: Look for any gaps in processes, communication breakdowns, or delays in response that may have contributed to the incident.
4. Root Cause Analysis
   • Determine the Root Cause: Use techniques like the "5 Whys" or Fishbone Diagram to drill down to the underlying cause of the incident.
   • Differentiate Between Root Cause and Symptoms: Focus on identifying the fundamental issue rather than just the symptoms that manifested during the incident.
5. Impact Assessment
   • Assess the Impact: Evaluate the impact of the incident on customers, stakeholders, and the business. This includes both the immediate effects and any longer-term repercussions.
   • Quantify the Damage: Where possible, quantify the impact in terms of downtime, financial loss, customer dissatisfaction, or any other relevant metrics.
6. What Went Well and What Didn’t
   • Acknowledge Successes: Highlight what worked well during the incident response, such as effective communication, quick decision-making, or any actions that mitigated the impact.
   • Identify Areas for Improvement: Discuss what didn’t go well and why. Be specific about the problems encountered and how they hindered the resolution process.
7. Actionable Steps and Recommendations
   • Develop Action Items: Based on the findings, create a list of actionable steps to address the root cause and any other issues identified during the review.
   • Assign Ownership: Assign responsibility for each action item to specific team members and set deadlines for completion.
   • Follow-Up: Schedule follow-up meetings to ensure that the action items are being implemented and to review progress.
8. Document and Share
   • Create a Report: Document the PIR, including the timeline, root cause analysis, impact assessment, and action items. This report should be clear and concise, making it easy for others to understand.
   • Share with Stakeholders: Distribute the report to all relevant stakeholders and ensure that the lessons learned are communicated across the organisation.
9. Continuous Improvement
   • Review Regularly: Regularly review past incidents and the actions taken to prevent them. This helps ensure that the organisation continuously improves its incident response capabilities.
   • Update Processes: Use the insights gained from PIRs to update and refine incident response processes, tools, and training programs.

Conclusion

Running a Post Incident Review is a critical practice for any team that aims to improve its incident management and prevention capabilities. By systematically analysing incidents, understanding their root causes, and taking actionable steps to prevent recurrence, teams can build a more resilient and efficient operation. Remember, the goal of a PIR is not to assign blame but to foster a culture of continuous learning and improvement.