How many times has your company dealt with an outage like a server going down or another high impact network problem and you have no idea what caused it or if it will happen again. That’s what our post mortem process is meant to address so not only do we try and provide a better service but our client knows exactly what went wrong and what can be done next time.
A post mortem process be triggered by a number of things and not always technology related either. Some examples might an upgrade that wasn’t communicated properly or perhaps a client’s expectations weren’t managed properly. It’s a long list but the point is our Experience Liaison along with the help of the rest of the team puts in time and effort to inform, educate and prevent to provider a better IT service.
The below post mortem was for a financial client that had their onsite server randomly reboot on morning. Here is the first email that was sent to our contacts.
I just wanted to let you know we’re going to investigate the root cause of your server rebooting this morning.
The follow email sent a few days later after the process was completed.