Working with a client recently to review their incident management capability, we reflected on something worth sharing: the key outcomes of the process were not limited to identifying gaps — it generated new ideas and practical solutions.

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Too often, capability reviews (especially plan reviews) are undertaken to meet compliance or audit requirements. They’re seen as a necessary disruption to day-to-day work.

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But approached with curiosity and openness, reviews can be one of the best opportunities to practise strategic thinking, refine processes, and build cohesion across teams.

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Strategic thinking, process improvement, and team cohesion — these aren’t disruptions. They are products of effective management and core to building a resilient organisation.

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To conclude, here are two observations the client made to us following this discussion, which sum up this note nicely :

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"A well-conducted review is not just about readiness — it’s about learning."

 

"Bringing stakeholders together uncovered some new perspectives and ideas. I thought these would surface through normal operations and meetings but, for whatever reason, they didn't." 

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