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ITIL :: View topic - Unable to identify root cause for a problem........
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Unable to identify root cause for a problem........

 
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mailrajkumar
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Joined: Mar 22, 2011
Posts: 5

PostPosted: Mon Dec 10, 2012 7:07 pm    Post subject: Unable to identify root cause for a problem........ Reply with quote

During a problem management review, what will be the discussion points for a problem where root cause could not be identified and its next steps. Please share your thoughts.
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Tue Dec 11, 2012 4:08 am    Post subject: Reply with quote

Is this an exam question?

Do you mean the "root cause" has not been identified or cannot be identified?
_________________
"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
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MikkoH
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Joined: Dec 11, 2012
Posts: 20
Location: Finland

PostPosted: Tue Dec 11, 2012 6:25 pm    Post subject: Reply with quote

Problem Logging, Categorizasion, Prioritizasion Investigation and Diagnosis?

The Problem's findings to the CSM and create workaround if possible, create Known Error Report and see if Change is needed.
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mailrajkumar
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Joined: Mar 22, 2011
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PostPosted: Wed Dec 19, 2012 7:37 pm    Post subject: Reply with quote

This is not an exam question and the root cause cannot be identified.
During problem review meeting with the stake holders, such problems should also be discussed and we currently do the following,
1. Understand the business impact
2. Technology impact
3. Identify the risks, mitigation plan and its implementation.

Is there anything else to be discussed apart from the above.
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