Agility:
Incident Report
Incident reporting is an essential tool in project management when a significant problem arises.
It aims to comprehensively document the details of the problem, the actions taken to resolve it, the lessons learned from the incident, and the steps taken to avoid similar recurrences in the future.
The following is a detailed explanation of each aspect of the incident report:
Incident Definition
The purpose of the incident report is to document the major problems that arise in a project, having a significant impact on various aspects such as:
- Progress of the project
- Contractual commitments
- The company’s finances
- the customer-supplier relationship.
Objectives of the Incident Report
- Describe the problem factually and in detail.
- Document the efforts made to resolve the issue.
- Identify the root cause and associated chain of causality.
- Detail the corrective actions taken.
- Learn from the incident.
- Identify remaining actions and lessons learned.
- Clarify responsibilities and prevent potential disputes.
- Demonstrate the professionalism of the company in managing the situation.
Responsibilities
The project manager is responsible for drafting the incident report, in collaboration with all members of the project team, including experts.
This is a top priority for all employees involved, taking precedence over any other routine tasks.
Recipients
The incident report is not intended for internal use only. It is sent to the relevant customer contacts for information and/or validation.
Writing time
The incident report is written at the express request of the Delivery Manager, who is informed as soon as the problem appears.
It should be prepared as soon as possible, with regular observations recorded, and sent within 72 hours of the problem being resolved.
Format and Content
The incident report follows a specific document template. It should be written in an accurate and factual manner, using neutral vocabulary and verifiable information.
All relevant technical and numerical data must be included.
Before being sent to customers, the content of the report must be validated by all internal stakeholders , including the project team, hierarchy, and delivery management.
Conclusion
In summary, incident reporting is a crucial tool for effectively managing major issues in a project, ensuring transparent communication with customers and helping to avoid repetition of similar incidents in the future.
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