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ITIL :: View topic - When to register a problem or known error
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When to register a problem or known error

 
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pemo
Newbie
Newbie


Joined: Aug 27, 2008
Posts: 3

PostPosted: Thu Jun 23, 2011 7:59 pm    Post subject: When to register a problem or known error Reply with quote

Hi, we will start implementing Incident, problem, and change together with a CMDB later this year. My questions are regarding when a problem or known error shall be cretaed. I have reviewd other posts for this subject but im still confused.

Will Incident and problem investigations run in parallel or wil the problem investigation start when the incident is mitigated?

Background,
Multi ASP provider we plan to register incidents upon a service outage, in a reduction of a service or if there is a possiblity that there will be an outage or reduction in a service if no action is taken.

Scenario.
1. An incident is registered for a minor service reduction, a specific function in an application does not work as expected. This is the first incident regarding this "error". This is not a major Incident.

2. Incident analysis tells us that the application code has to be changed to mitigate the incident.

What to do now?

1 - Workaround exist, create a Known Error record for future reference and close the Incident with a reference to the workaround
1.a - New incidents will be linked to the Known Error and closed. The Known Error will remain open until mitigated via a RFC

2 - Workaround exist, create a Known Error record for future reference and keep the Incident open until the cause has been mitigated via a RFC

2.b - If the cause is mitigated, the Known Error record can also be closed if the solution is a permenant fix and the risk of re-occurrence is low. Else the Known Error remains open

3 - No workaround exist, keep the incident open until 1, 2 or until the cause has been mitigated via a RFC

3.1 - if the cause is mitigated via a permenant fix and the risk of re-occurrence is low (not via 1 or 2) no problem ticket is opened.

3.1.a - If incidents re-occurr during investigation, create problem record and the problem investigation will take place…
3.1.b - After the incident(s) has been mitigated
3.1.c - In parallel with incident resolution

appreciate all your input in this matter.
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Thu Jun 23, 2011 8:55 pm    Post subject: Reply with quote

obviously
you have had no educaiton in ITIL best practice

The answers are in the ITIL books

Please read the relevant sections in the ITIL books about incident and problem management and then review your own questions
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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