Checklist Problem Record

From IT Process Wiki

ITIL Process: ITIL V3 Service Operation - Problem Management

Checklist Category: Checklists ITIL V3 Service Operation

Source: Checklist "Problem Record" from the ITIL Process Map V3

The Problem Record contains all details of a Problem, documenting the history of the Problem from detection to resolution.

A Problem Record typically contains the following information:

Unique ID of the Problem (usually allocated automatically by the system)
Date and time of detection
Problem owner
Description of symptoms
Affected users/ business areas
Affected service(s)
Prioritization, a function of the following components:
1. Urgency (available time until the resolution of the Problem), e.g.
  1. Up to 5 working days
  2. Up to 2 weeks
  3. Up to 4 weeks
2. Degree of severity (damage caused to the business), e.g.
  1. „High“ (interruption to critical business processes)
  2. „Normal“ (interruption to the work of individual employees)
  3. „Low“ (hindrance to the work of individual employees, continuation of work possible by means of a circumventive solution)
3. Priority (for example in stages 1, 2 and 3): The result from the combination of urgency and the degree of severity
Relationships to CIs
Product category, usually selected from a category-tree according to the following example:
1. Client PC
  1. Standard configuration 1
  2. ...
2. Printer
  1. Manufacturer 1
  2. ...
Problem category, usually selected from a category-tree according to the following example:
1. Hardware error
2. Software error
3. ...
Links to related Problem Records (if there are other outstanding Problems related to this one)
Links to related Incident Records (if outstanding Incidents exist, whose solution depends on the solution of this Problem)
Problem status and activity log
Resolution and closure data
1. Resolution time and date
2. Closure time and date
3. Closure categories (if required, revised product and Problem categorizations)