Checklist Problem Report

 

ITIL Process: ITIL Service Operation - Problem Management

Checklist Category: ITIL Templates - Problem Management

Source: Checklist "Problem Report" from the ITIL Process Map V2  | ⯈  ITIL Process Map V3

 

The Problem Manager's report includes the following information:

• Statistical evaluations
  • Outstanding Problems
    • According to duration since creation of the Problem Record
    • According to categories
  • Resolution times of closed Problems
    • According to duration
    • According to categories
  • Trend analyses
• Problems with special importance regarding Availability, Capacity, IT Service Continuity and IT Security Management
  • Description
  • Problem cause
  • Applied resolution strategy
    • Elimination of the root cause
    • Possible Workarounds
  • Time schedule for the resolution of the Problem
• Other important Problems with extensive effects upon the quality of the IT Services
  • Description
  • Problem cause
  • Applied resolution strategy
    • Elimination of the root cause
    • Possible Workarounds
  • Time schedule for the resolution of the Problem

 

By:  Stefan Kempter , IT Process Maps.