Checklist Closure of a Problem

From IT Process Wiki

ITIL Process: ITIL V2 Service Support - Problem Management

Checklist Category: Checklists for 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