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ITIL :: View topic - Is there a "Root Cause" of KEs from development?!
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Is there a "Root Cause" of KEs from development?!

 
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pdw1975
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Joined: Apr 02, 2007
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PostPosted: Tue Apr 03, 2007 1:34 am    Post subject: Is there a "Root Cause" of KEs from development?! Reply with quote

Hello all,

New subscriber and keen Service Management chap here I would be interested to hear opinion on something please

An organisation I am working with is starting to push on getting Known Error (KE) info from new and upgraded services. These are highlighted through a formal Service Introduction process.

The KEs are getting logged in the Problem Management tool and assigned appropriately, to be investigated for fixing. That aspect is fine, but there is very recently a call to add the same Root Cause categorisation as is recorded for reactive Problems.

I'm uncomfortable with this as it really feels like it is different information. Capturing the RC info for reactive Problems tells us where we have deficiencies to address - Do you think you can actually have a 'root cause' for a KE that has come from Service Introduction? If so there is surely a requirement to highlight it as non-reactive? It just doesn't feel right!

Any thoughts gratefully received.

Many thanks,
Piers.
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ITIL-Kahuna
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Joined: May 14, 2007
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Location: USA

PostPosted: Tue May 15, 2007 1:05 am    Post subject: Release Notes Reply with quote

Understanding your question correctly... Yes you can have RC from Dev. Those are the issues they are still working on or decided not to resolve when going live with the specific change. You definately like to keep track of those in the (logical) KEDB.
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