Checklist Problem Record - ITIL V2

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ITIL Process: ITIL V2 Service Support - Problem Management

Checklist Category: Checklists for Problem Management

Source: Checklist "Problem Record" from the ITIL Process Map V2

The following data is entered during the creation of a Problem Record:

• Unique Problem ID (usually assigned automatically by the system)
• Creation date and time (usually allocated automatically by the system)
• Person in charge for the creation
• Description of symptoms
• Affected IT Service(s)
• Relevant SLAs
• Relationship to CIs
• Product category, usually selected from a category-tree according to the following example:
  • Client PC
    • Standard configuration 1
    • ...
  • Printer
    • Manufacturer 1
    • ...
  • Problem category, for example
    • Hardware error
    • Software error
    • ...
• Links to
  • Incidents associated with this problem
  • Other Problems, whose resolution is associated with this Problem
• Workaround for the circumvention of the Problem, if known