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ITIL :: View topic - Error vs. known error
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Error vs. known error

 
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Alfonso
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Joined: May 09, 2005
Posts: 2

PostPosted: Mon May 09, 2005 7:57 pm    Post subject: Error vs. known error Reply with quote

Can anybody explain me the difference between an error and a known error?

I know that "an error is identified when a faulty CI (a CI that causes, or may be likely to cause, Incidents) is detected. A Known Error status is assigned when the root cause of a Problem is found and a Work-around has been identified."

But it is difficult for me to understand where in the Problem Mgt. Subprocesses the "known error" staus of a Problem becomes a "error"

Kind regards
Alfonso
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arnoldmram
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Joined: Mar 08, 2005
Posts: 36

PostPosted: Tue May 10, 2005 12:07 am    Post subject: Reply with quote

Alfonso,

I donot know what others think, but this is what I have to say

Errors are converted into Known Errors in the process of Problem control.
It is a known error when the root cause and the resolution is available. It is an error when the Root cause is available but the resolution is not available. It is a problem when the root cuase and the resolution is not available.

Hence, I think the problems in the process of problem control are converted to errors and finally the known errors. The resolution is implemented through the Error control stage of Problem management.

There may be many other opinions.
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Alfonso
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PostPosted: Tue May 10, 2005 12:30 am    Post subject: Reply with quote

Thats a very interesting opinion. For me this interpretation sounds easy and is logical.
Problem => Error (i know the faulty CIs) => Known Error (i know the cause and a resolution)

But there is still one strange thing left. Why is "error" described only in chapter "6.7.1 Error identification and recording" within the Error-Control Subprocess? If it is part of the Problem control subprocess it should be described in somewhere in Chapter 6.6 Problem Control activities.

I hope, that we can hear some other opionions.
Thanks a lot for this interesting answer!
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