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ITIL :: View topic - work around db and known error db
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work around db and known error db

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Joined: Jun 23, 2008
Posts: 21

PostPosted: Fri Oct 10, 2008 12:00 am    Post subject: work around db and known error db Reply with quote

folks Ive seen recommendations for a work around database as well as a known error db. I guess / if / when I get a nice new service desk tool this is the type of functionality I can look out for. However looking at the ole manual it says work arounds for problems are recorded in the known error record. Workarounds for incidents that do not have an associated problem records are documented in the incident record. So trying to work this through into real life what are you doing out there in terms of capturing / managing work arounds do you have two separate repositories of information or do what the book says. To me if we do what the book says the SD tool may be able to do some pattern matching for me but most tools will force the user to read through various incident logs (in the case of incident work arounds). Zoe
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Joined: Mar 04, 2008
Posts: 1894
Location: Helensburgh

PostPosted: Fri Oct 10, 2008 12:13 am    Post subject: Reply with quote

I would have thought that a workaround for an incident (if that is not a non sequitur) not related to a problem or known error would have purely historical value.

If the incident could recur, then its cause is not resolved and it would be logical to record a known error and raise a problem.

As for having yet another database for workarounds, the only possible reason would be if you cannot store it in accessible form in your otherwise super-duper integrated Service Management database.
"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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Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Fri Oct 10, 2008 12:50 am    Post subject: Reply with quote

Workarounds for users can be FAQs

Work arounds for system admin types could be the following

If Microsoft product - reboot always (snicker)
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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