Checklist Closure of a Problem

From IT Process Wiki
Jump to: navigation, search

Checklist Closure of a Problem - Template Closure of a Problem


 

ITIL Process: ITIL Service Operation - Problem Management

Checklist Category: ITIL Templates - Problem Management

Source: Checklist "Closure of a Problem" from the ITIL Process Map V2

 

The following entries are investigated with regards to their completeness and integrity during the closure of a Problem:

  • Protocol of actions
    • Person in charge
    • Support group
    • Time and date
    • Description of the activity
  • History of the change in status, e.g.
    • „New“ into „Initial Analysis Completed“
    • „Initial Analysis Completed“ into „Assigned to Specialists“
    • ...
    • „Resolved“ into „Closed“
  • Documentation of the root cause of the Problem (Known Error)
  • Documentation of possible Workarounds
  • Documentation of the applied (causal) resolution
  • Date of Problem resolution
  • Date of Problem closure