Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
· Home
· Content
· Feedback
· News
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: uvakeh
New Today: 25
New Yesterday: 31
Overall: 231529

People Online:
Visitors: 107
Members: 0
Total: 107



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

NOTE: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - Question about KEDB
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Question about KEDB

Post new topic   Reply to topic    ITIL Forum Index -> Problem Management
View previous topic :: View next topic  
Author Message

Joined: May 02, 2008
Posts: 5
Location: Toronto

PostPosted: Fri Oct 03, 2008 12:03 am    Post subject: Question about KEDB Reply with quote

Hello everyone,

I have read in the forums that we can implement PM with or without the Known error database. i.e. We can just change the status of the problem to a Known Error and leave it as is in the Problem DB(without actually creating a separate Know error record and saving the details in the KEDB) and then moving it to a KB, once resolved.

I was wondering, if we can do with or without an actual KEDB, what are the additional benefits or advantages of having a saperate KEDB? or what additional value does it provide?

Back to top
View user's profile
Senior Itiler

Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Fri Oct 03, 2008 12:29 am    Post subject: Reply with quote

It depends

What benefit do you think you would have running a service desk when a customer calls and you have a Known Error Database ?
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Senior Itiler

Joined: Oct 13, 2006
Posts: 116
Location: South Africa

PostPosted: Fri Oct 03, 2008 9:25 pm    Post subject: Reply with quote

I don't think this is your whole question, but I'm reading it as this:
You could store all information on a known error in your problem database, rather than creating a different database.

The advantages of storing information on known errors - including matching and workarounds - are huge; if your problem db is restrictive, you might not be able to store the right info or make it available to the Service Desk, and you would lose out; but let's assume you didn't invest in a restrictive system.

The advantages of storing known errors in a different db from problems - I can't think of any. I always regards known errors as a lifecycle state of problems; you can't have a known error that is not related to exactly one problem. If your process doesn't agree with those claims then you would not agree with my conclusion. It's a data design issue.

But if you just flag the problem as a KE, you are not doing problem management properly. You need the service desk to be able to find and match it, and you need to provide a workaround.
Back to top
View user's profile Visit poster's website
Senior Itiler

Joined: Mar 04, 2008
Posts: 1894
Location: Helensburgh

PostPosted: Fri Oct 03, 2008 10:43 pm    Post subject: Reply with quote

Hello Oyeeeee

I presume you are gagan at the itsmfi forum. Joe has covered it, but I will just paste in my response from there to let other people here see what you are seeing, and to dispute or qualify my points as they see fit.

Separate Databases do not provide additional benefits. an integrated database is a means to easily access linked information and to control the quality of the information.

The real question is not can you do things with or without particular databases; it is what information do you need to gather and use to provide the service. In the case of Known Errors, you will want know the workaround, the progress of the resolution, who is working on it etc.

Working on a small scale all this can be held in any simple computer system, but on a large scale a database becomes a practical necessity and the more complex, the more important that it should be an integrated database.

If you start with a bare bones system, you can plan to build in additional elements over time and, if you wish, you can be driven by perception of next best improvement to make based on the amount of pain you are experiencing in given areas.
"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
Back to top
View user's profile Send e-mail

Joined: Oct 03, 2008
Posts: 28
Location: Canada

PostPosted: Thu Oct 09, 2008 12:26 am    Post subject: Reply with quote

All these databases (KEDB, PDB, KB, CMDB, etc...) are separated more for a didactical approach.

You can have them all together (or not), that depends on your case. But you should have them all !

Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management All times are GMT + 10 Hours
Page 1 of 1

Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003

Forums ©


Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.