Joined: Mar 14, 2005 Posts: 26 Location: Brussels, Belgium
Posted: Tue Sep 06, 2005 7:27 am Post subject: Incident --> Problem --> Knowledge Base??
Ladies and Gentlemen,
My company is a global HelpDesk solution provider and wishes to implement Incident and Problem Management in complience with ITIL.
Current Situation on pilot project: (Application Support for Fortune 500 Company customers using business critical software; software is used by customers to support the underlying process with which the Fortune 500 Company makes it's money; 800 support phone calls per day from all over Europe)
Incidents are recorded using a web based tool which is accessible by the Service Desk technicians, us, and the 2nd level and 3rd level support based with the Fortune 500 company.
Incidents that can not be solved by us are escalated using this tool and the customer is called back by 2nd level support within 3 hours to fix issue.
We are also using a web based PHP, MySQL based Knowledge base tool to record everything a 1st line support technician needs to know. Procedures, FAQ, workarounds, error messages with solutions, etc ..
TO IMPLEMENT ITIL COMFORM PROBLEM MANAGEMENT I thought of the following ...
Use a web based tool (PHP, MySQL based) in which all ESCALATED incidents are recorded. A link exists between these 'problems' and the Incident Ticketing system via the incident Ticket Number.
Currently we use handwritten forms to record all escalated cases. Once a week these are then recorded in an Excel sheet.
The 2nd level support (based with the Fortune 500 company) enters a solution (permanent or workaround) to the escalated solution into the Incident Mangement tool. However these solutions are not very well documented and provide very little feedback to us at 1st level.
If 2nd level can not solve the inident it is escalated to third level (which includes developers of the software) by creating an object in a different tool. This is were PROBLEM MANAGEMENT in my opinion starts, trying to find the root cause, error and if necessary create a RFC if an incorrect Configuration Item has been identified.
HOWEVER we at 1st level have a much better feeling as to what the most common incidents are and we are also the first contact for the customer with regards to Application User Feedback/ Complaints about usability, etc ==> CREATE a Usability Complaint in the Problem Management Tool?? Good idea?? Part of problem management??
FINALLY MY QUESTION IS, WHAT ELSE CAN WE DO IN OUR SITUATION TO SUPPORT PROBLEM MANAGEMENT??
Joined: May 27, 2005 Posts: 79 Location: Madrid-Spain
Posted: Sat Sep 17, 2005 1:05 am Post subject: Problems and Known Errors
First of all you should take care that for ITIL there is a difference between
Problems & Known Errors.
A Problem is the unknown underlying cause of one or more Incidents. It will become a Known Error when the root cause is known and a temporary work around or a permanent alternative has been identified.
This temporary work around or permanent solution are stored in Known Error Database (KEDB) but this Known Error Database should be part of Knowledge Database.
Also there could be stored in your complete Knowledge Database solutions form Incident Mangement, but from my experience you should take care that Incident Management can only "propose" candidates to be part of you Knowledge Database but there should be Problem Management who should approved among those solutions provided by incident management which ones should be "members" of your Knowledge Database.
Normally Problem Management has a strong technical background and a deeper knowledge of your systems
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