Know Error Record

Discussion on issues related directly or largely to ITIL problem management.
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Niish
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Posts: 2
Joined: Sun Mar 27, 2016 8:00 pm

Mon Mar 28, 2016 11:13 pm

Hi All,
I am new to this forum, and hoping to get assistance from you all.

I have recently been moved to a different organisation.
And I have been assigned the taks to create a simple yet effecient
KEDB.

I was wondering if any of you could send me any samples of
KNOW ERROR Records. This will help me in considering which fields to include in the know error records.

I am building my Know Error Records and KEDM in Excel.

Any help will much be appreciated.


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UKVIKING
ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Tue Mar 29, 2016 2:46 pm

Excel is not appropriate for a database to be honest

A database applicaiton - Access, DBase, Approach, Paradox - that is for the end user would be a better tool

However, if you are just going to keep a list of Errors, Excel could be used until such time as the strucutre of excel does not meet the needs any more.

Now to your question. I will ask questions

1 - Are you |verb level| with IT Service Management
2 - Are you |verb level| with ITIL
3 - what was your previous role

|verb level| - familar, involved, trained, certified

4 - Why were you assigned this role ?
5 - Do you think you are being set up to fail ?
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Niish
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Posts: 2
Joined: Sun Mar 27, 2016 8:00 pm

Tue Mar 29, 2016 8:53 pm

Thanks for replying UKVIKING.

Here are my answers....

1 - I am involved with IT Service Management
2 - I am Certified in ITIL (Foundations, OSA, RCV)
3 - what was your previous role - Process Co-Ordinator
4 - Why were you assigned this role ? - As I am getting on to Problem Management
5 - Do you think you are being set up to fail ? - Not so sure on why my question made you think this (and i would love to know), but NO this is not a setup to fail.


What I am after is like a template or a sample of a 'Know Error' Record.

Thanks you,
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UKVIKING
ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Wed Mar 30, 2016 2:45 pm

Niish,

sorry i did not respond earlier

1 - the reason iasked about settin u up to fail is because some people who never met ITIL are asking in this and other forums similar questions

I am assigned to be the ___ How do I build a CMDB
etc

2 - The issue about samples for Known errors is that it is rather subjective

Take it this way

What does your incidents cover
What does your resolutions to the incidents cover

if for example, you have o/s on laptops as what you deal with

a Known error could be - microsoft windows o/s (any of them) - because a lot of faults are because of the o/s. EVIL GRIN / LAUGHTER

The other thing is

Who is going to use the Known errors DB

If it is the tech guys - ask them what they want in it nd get them to provide examples relevant to your org
John Hardesty
ITSM Manager's Certificate (Red Badge)

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