Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: Andrewclut
New Today: 80
New Yesterday: 63
Overall: 139409

People Online:
Visitors: 64
Members: 0
Total: 64

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Known Error Database in Service Desk
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Known Error Database in Service Desk

 
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  
Author Message
anil_kumar1119
Guest





PostPosted: Thu May 12, 2005 5:20 pm    Post subject: Known Error Database in Service Desk Reply with quote

Hi,

I am trying to create a Known Error Database for Incident Management in Openview service desk.

Is there a possibility to create a such type of database in service desk for incident or is there any product available in the market regards the same.


Regards,
Anil
Back to top
pcolnaghi
Newbie
Newbie


Joined: May 24, 2005
Posts: 5
Location: United Kingdom

PostPosted: Tue May 24, 2005 10:56 pm    Post subject: Reply with quote

I'm also interested in this subject. We use a different tool (Peregrine ServiceCenter v5) and I'm not sure if it contains a module we can use for this?

If not, can anyone give an example of how they've practically implemented a Known Error database?
Back to top
View user's profile
rjp
Senior Itiler


Joined: Mar 12, 2005
Posts: 255
Location: Melbourne, Australia

PostPosted: Sun Jun 19, 2005 2:11 pm    Post subject: Reply with quote

Incident management uses a Known Errors DB, but is not where the information in it comes from.

A known error is an output of Problem Managment, and is usually accompanied by a work-around. Chapter and verse: "A Known error is a condition identified by successful diagnosis of the root cause of a Problem, and the subsequent development of a Work-around."

You could store known errors and work arounds in the cmdb - attached to either specific CIs, classes of CIs, or services. Service Desk should let you do this.

Keep in mind as well the the Known Errors DB is not the same thing as a Knowledge Base: The later are usually required the purchase of third party capability. Because of the complextiy and the value that comes from being able to integrate the interface into other pre-existing knowledgebases, such as Microsofts.

Often what people are actually looking for is kind of a document repository and control DB - the primary objective being to not duplicate effort. In such a case - ensuring that staff working on incidents provide suitably detailed accounts of the resolution activity, attach documents, URLs, etc., used during the resolution, classify the incident accurately, and include a resolution / closure classification - then the incident records themselves can serrve as an adequate knowledge base (in some cases). The main point being that neither a Knowlegde base, nor a Known Errors DB should be addressing gaps in incident recording.
Back to top
View user's profile Send e-mail AIM Address Yahoo Messenger
mcardinal
Senior Itiler


Joined: Oct 06, 2004
Posts: 77
Location: Bloomington, IL

PostPosted: Sat Jun 25, 2005 5:11 am    Post subject: Reply with quote

I agree with rjp...Known Errors are part of Problem Management.

As far as HPSD, you should use the Problem Management module. Views are customizable to you needs to show the information.

However, to turn those KEs into something really usable, we have had to use a third party application for our Knowledge Base. The KB provides workarounds for Known Errors and other reassignment and escalation information.

Good Luck

Michael
Back to top
View user's profile Send e-mail MSN Messenger
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.