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: RustyAddele
New Today: 6
New Yesterday: 31
Overall: 231510

People Online:
Visitors: 114
Members: 0
Total: 114



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 - Incident --> Problem --> Knowledge Base??
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Incident --> Problem --> Knowledge Base??

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

Joined: Mar 14, 2005
Posts: 26
Location: Brussels, Belgium

PostPosted: Tue Sep 06, 2005 7:27 am    Post subject: Incident --> Problem --> Knowledge Base?? Reply with quote

Ladies and Gentlemen,

My company is a global HelpDesk solution provider and wishes to implement Incident and Problem Management in complience with ITIL.

Current Situation on pilot project: (Application Support for Fortune 500 Company customers using business critical software; software is used by customers to support the underlying process with which the Fortune 500 Company makes it's money; 800 support phone calls per day from all over Europe)

Incidents are recorded using a web based tool which is accessible by the Service Desk technicians, us, and the 2nd level and 3rd level support based with the Fortune 500 company.

Incidents that can not be solved by us are escalated using this tool and the customer is called back by 2nd level support within 3 hours to fix issue.

We are also using a web based PHP, MySQL based Knowledge base tool to record everything a 1st line support technician needs to know. Procedures, FAQ, workarounds, error messages with solutions, etc ..

Use a web based tool (PHP, MySQL based) in which all ESCALATED incidents are recorded. A link exists between these 'problems' and the Incident Ticketing system via the incident Ticket Number.
Currently we use handwritten forms to record all escalated cases. Once a week these are then recorded in an Excel sheet.

The 2nd level support (based with the Fortune 500 company) enters a solution (permanent or workaround) to the escalated solution into the Incident Mangement tool. However these solutions are not very well documented and provide very little feedback to us at 1st level.

If 2nd level can not solve the inident it is escalated to third level (which includes developers of the software) by creating an object in a different tool. This is were PROBLEM MANAGEMENT in my opinion starts, trying to find the root cause, error and if necessary create a RFC if an incorrect Configuration Item has been identified.

HOWEVER we at 1st level have a much better feeling as to what the most common incidents are and we are also the first contact for the customer with regards to Application User Feedback/ Complaints about usability, etc ==> CREATE a Usability Complaint in the Problem Management Tool?? Good idea?? Part of problem management??


Kind regards
Wolfhard Aring
Back to top
View user's profile Send e-mail Visit poster's website

Joined: Mar 14, 2005
Posts: 26
Location: Brussels, Belgium

PostPosted: Sun Sep 11, 2005 5:24 am    Post subject: Difference between Knowledge Base (KB) and Known Error Datab Reply with quote

Ladies and Gentlemen,

can somebody please explain to me what the difference is between a classical Knowledge Base (KB) and a Known Error Database (KEDB) according to ITIL?

Does a Known Error DB only contain information about solutions of problems that have been identified by Problem Management?

Is it OK for the KEDB to have information about Workarounds for Incident Management? Until a solution for the underlying root cause is found .. like a classic KB would ..

Thank you very much
Kind regards
Wolfhard Aring
Back to top
View user's profile Send e-mail Visit poster's website
Senior Itiler

Joined: May 27, 2005
Posts: 79
Location: Madrid-Spain

PostPosted: Sat Sep 17, 2005 1:05 am    Post subject: Problems and Known Errors Reply with quote

Hi Wolfhard,

First of all you should take care that for ITIL there is a difference between
Problems & Known Errors.

A Problem is the unknown underlying cause of one or more Incidents. It will become a Known Error when the root cause is known and a temporary work around or a permanent alternative has been identified.

This temporary work around or permanent solution are stored in Known Error Database (KEDB) but this Known Error Database should be part of Knowledge Database.

Also there could be stored in your complete Knowledge Database solutions form Incident Mangement, but from my experience you should take care that Incident Management can only "propose" candidates to be part of you Knowledge Database but there should be Problem Management who should approved among those solutions provided by incident management which ones should be "members" of your Knowledge Database.

Normally Problem Management has a strong technical background and a deeper knowledge of your systems

Hope It Helps
ITIL Consultant
Back to top
View user's profile Send e-mail
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.