Posted: Thu May 05, 2011 11:44 pm Post subject: Recording Known Error for Service Desk usage
Our organization isn't very mature in terms of the ITIL processes. I've been tasked with creating the KEDB within the tool that the Service Desk utlizes (it has appropriate Problem functionality).
One of my biggest challenges is as a Problem manager, I record the Known error with the title description of the actual known error thrown as oppose to a generic description.
Service Desk lacks the maturity to understand this importance and when they receive incidents they do not search the KEDB, they create an incident (I consider this a maturity/training issue). Additionally, in those rare instances when they do search the KEDB they search the generic description.
The question, is it best to use a hybrid approach in creating the KEDB or keep with best practice and log known errors by the actual error message and not generic title?
I want to encourage Service Desk to search KEDB first, but not make it so challenging that they abandon searching long strings of errors.
PS. Our tool is not optimally configured which is another problem, but management focus is not on fixing this despite the obvious.
Joined: Mar 04, 2008 Posts: 1894 Location: Helensburgh
Posted: Fri May 06, 2011 3:00 am Post subject:
May I suggest:
1. the language (terminology) used has to be familiar to the service desk staff.
2. incidents can be reported in many different ways by users even when they are about exactly the same thing.
3. the terminology used has to accommodate this as well.
4. It is dangerous to impose specialist jargon beyond the normal experience of those you want to use the system.
5. I'm not aware that it is "best practice and log known errors by the actual error message" although it would certainly be a good idea to record the actual error message somewhere in the system.
6. perhaps the key is to be able to search on symptoms.
I hesitate to offer anything more specific since I am ignorant of the capabilities of your software, but could I point out that users can report, e.g., "printer not working" when the actual issue is a network failure, and they are correct because that is the problem (sorry ) they see. _________________ "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
Thank you for clarifying those points. I agree it surrounds terminology.
There may be an opportunity for the tool to have a generic error message that is related to the actual known error.
Either way, you've given me additional things to think about. I appreciate you quick reply!!
Joined: Mar 10, 2008 Posts: 403 Location: Sunderland
Posted: Mon May 09, 2011 6:01 pm Post subject:
Whenever you have a new Known Error why not issue a briefing to the Service Desk advising them what it is, symptoms, etc, etc, and get some buy in from the Service Desk Management to keep the team appraised of Known Errors......Maybe make it one of their job objectives.
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