Beyond individual incidents.
WHAT A RECURRING PROBLEM IS
The same symptom appearing repeatedly, resolved each time.
WHY THAT MATTERS
Each resolution costs time, and the underlying cause remains.
HOW TO IDENTIFY THEM
Review incident records by category and by system.
WHAT TO LOOK FOR
The same issue across users The same issue on one system Issues clustering in time
WHAT CLUSTERING IN TIME SUGGESTS
A change, an update, or a capacity limit being reached.
WHAT TO DO
Investigate the cause rather than repeating the resolution.
WHAT THAT INVESTIGATION IS
Problem management, distinct from incident handling.
WHAT TO PRODUCE
An identified cause, and a permanent fix or a documented workaround.
WHY DOCUMENT A WORKAROUND
So resolution is consistent and fast while the fix is arranged.
WHAT TO MEASURE
Whether the recurrence stopped.
WHAT TO PRIORITISE
Whatever consumes most support time, or affects most people.
WHAT TO RESIST
Treating high incident volume as normal.
