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ITIL :: View topic - Known Error/Problem to Knowledge Management
Posted: Tue Apr 29, 2008 5:32 am Post subject: Known Error/Problem to Knowledge Management
When does the Problem go to Knowledge Management?
Ex. You have a problem with a workaround (or not) the vendor needs to release a patch for the product, however you are not on the most current version. The decision has been made not to upgrade based on this problem.
Does the problem get closed and forwarded to the knowledge base as something that we have decided to live with??
Or does the problem stay open until someday... maybe we will upgrade??
Joined: Mar 04, 2008 Posts: 1883 Location: Newcastle-under-Lyme
Posted: Tue Apr 29, 2008 6:23 am Post subject:
Hi,
I would think that the general answer to your question is that it ceases to be a problem when you redefine the workaround as the resolution. You might do that if the workaround is largely satisfactory even in the long term and any other (better) resolution would be costly out of proportion.
However the example you cite is unlikely to meet that criterion because of the almost certain longterm requirement to run with the latest version of the product; your supplier will become reluctant to support old versions and additional improvements and functionality will be attractive, or even vital, to you. In many cases the very fact of not running with the latest software version will justify raising a problem. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Posted: Thu Mar 12, 2009 11:44 pm Post subject: Re: Known Error/Problem to Knowledge Management
mitter wrote:
You have a problem with a workaround (or not) the vendor needs to release a patch for the product, however you are not on the most current version. The decision has been made not to upgrade based on this problem.
Does the problem get closed and forwarded to the knowledge base as something that we have decided to live with??
Or does the problem stay open until someday... maybe we will upgrade??
This is my take:-
1. You have a situation (something wrong that needs a patch which can only be applied if you are on the latest version).
2. You know the root cause (whatever will be fixed by the patch).
3. You have a workaround (the business has taken the decision not to upgrade to the latest version, therefore there is no action to take).
4. You have a Known Error (1,2 and 3 above constitute a KE).
If it were me I would publish a Known Error in our KEDB based on the above information and either keep the problem record open for an agreed period (say 6 months), or change it's status to Dormant.
However the Service Desk will still need access to the Known Error document so they can resolve future related incidents.
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