Known Error Databases

[proman]

Hi,
I am fairly new to ITIL and I am currently looking to apply for a Problem Manager position within the company I work in.

Obviously a Known Error Database is something that will need setting up but I was wondering if someone could tell me what a good KED should contain.

many thanks for any advice given

[LizGallacher]

In essence , it holds
1. The classic ITIL definition - workarounds to problems where the underlying cause is known, but where the full structural solution has not been implemented. (it may be implemented in the future, in which case, the KE can be retired, or there may be a decision that it is not cost-effective to remove the cause, but just to live with the workaround.
2. Errors discovered during development/testing which were not serious enough to prevent go-live. there may be a workaround, or it may be a " we know this bit does not work, and will fix it in a later release"
3. Problems which have a workaround, although the underlying cause has not been identified - this is not pure ITIL, but does happen in the real world.
_________________
Liz Gallacher,
ITIL EXPERT
Accredited ITIL and ISO/IEC20000 Trainer and Consultant - Freelance

[proman]

thanks for the reply that's great.

Is there a template that can be downloaded and used anywhere or is it something that each company generally create on their own to suit their needs??