Checklist Problem Record - Revision history

Andrea at 11:09, 31 December 2023

2023-12-31T11:09:02Z

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Andrea at 12:25, 27 March 2022

2022-03-27T12:25:23Z

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	'''ITIL Process''': [[ITIL Service Operation\|ITIL Service Operation]] - [[Problem Management]]		'''ITIL Process''': [[ITIL Service Operation\|ITIL Service Operation]] - [[Problem Management]]

			'''ITIL 4 Practice''': Problem management

	'''Checklist Category:''' [[ITIL-Checklists#ITIL_Templates\|ITIL Templates]]		'''Checklist Category:''' [[ITIL-Checklists#ITIL_Templates\|ITIL Templates]]

Andrea at 11:28, 24 May 2020

2020-05-24T11:28:34Z

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	==Problem Record - Contents==		==Problem Record - Contents==

	[[image:Problem-record.jpg\|link=https://wiki.en.it-processmaps.com/index.php/File:Problem-record.jpg\|thumb\|~~350px~~\|right\|alt=ITIL Problem Record\|Fig. 1: [[media:Problem-record.jpg\|ITIL Problem Record: Definition and information flow.]]]]		[[image:Problem-record.jpg\|link=https://wiki.en.it-processmaps.com/index.php/File:Problem-record.jpg\|thumb\|438px\|right\|alt=ITIL Problem Record\|Fig. 1: [[media:Problem-record.jpg\|ITIL Problem Record: Definition and information flow (view full size)]]]]

	''A Problem Record typically contains the following information:''		''A Problem Record typically contains the following information:''
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	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	~~[[Category:ITIL V3\|Problem Record]]~~
	~~[[Category:ITIL 2011\|Problem Record]]~~
	[[Category:Checklist (ITIL)\|Problem Record]]		[[Category:Checklist (ITIL)\|Problem Record]]
			[[Category:Template (ITIL)\|Problem Record]]
	[[Category:Service Operation\|Problem Record]]		[[Category:Service Operation\|Problem Record]]
	[[Category:Problem Management\|Problem Record]]		[[Category:Problem Management\|Problem Record]]
	<!-- --- -->		<!-- --- -->

Andrea at 17:51, 29 March 2019

2019-03-29T17:51:58Z

← Older revision		Revision as of 19:51, 29 March 2019
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	'''ITIL Process''': [[ITIL Service Operation\|ITIL Service Operation]] - [[Problem Management]]		'''ITIL Process''': [[ITIL Service Operation\|ITIL Service Operation]] - [[Problem Management]]

	'''Checklist Category:''' [[ITIL-Checklists#ITIL ~~2011 Templates\|~~Templates ~~ITIL 2011~~]]		'''Checklist Category:''' [[ITIL-Checklists#ITIL_Templates\|ITIL Templates]]

	<p> </p>		<p> </p>
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	<html>Is based on: Checklist 'Problem Record' from the <a href="https://en.it-processmaps.com/products/itil-process-map.html" title="The ITIL Process Map" class="external text">ITIL Process Map</a></p>		<html>Is based on: Checklist 'Problem Record' from the <a href="https://en.it-processmaps.com/products/itil-process-map.html" title="The ITIL Process Map" class="external text">ITIL Process Map</a></p>

	<p>By:  Stefan Kempter <a rel="author" href="https://~~plus~~.~~google~~.com/~~111925560448291102517~~/~~about~~"><img style="margin:0px 0px 0px 0px;" src="~~/skins/Vector~~/images~~/itpm~~/bookmarking/~~gplus~~.png" width="16" height="16" title="By: Stefan Kempter \| Profile on ~~Google+~~" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>		<p>By:  Stefan Kempter <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>

	<p> </p>		<p> </p>

	<p><small>		<p><small>
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	<a href="https://wiki.en.it-processmaps.com/index.php/Checklist_Problem_Record#Definition~~" itemprop="url~~"><span itemprop="~~title~~">Definition</span></a> ›		<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
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	<a href="https://wiki.en.it-processmaps.com/index.php/Checklist_Problem_Record#Problem_Record_-_Contents~~" itemprop="url~~"><span itemprop="~~title~~">Problem Record: Contents</span></a> ›		<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Checklist_Problem_Record#Problem_Record_-_Contents"> <span itemprop="name">Problem Record: Contents</span></a><meta itemprop="position" content="2" /></span> ›
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	<a href="https://wiki.en.it-processmaps.com/index.php/Checklist_Problem_Record#Problem_priority~~" itemprop="url~~"><span itemprop="~~title~~">Priority</span></a> ›		<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
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	<link itemprop="citation" href="https://wiki.es.it-processmaps.com/index.php/Lista_de_control_-_Registro_de_Problema" />		<link itemprop="citation" href="https://wiki.es.it-processmaps.com/index.php/Lista_de_control_-_Registro_de_Problema" />
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Andrea at 08:20, 28 April 2017

2017-04-28T08:20:42Z

← Older revision		Revision as of 10:20, 28 April 2017
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	~~<p> </p>~~

	'''<span id="Definition">Definition:</span>''' <html><span id="md-webpage-description" itemprop="description">The <i>Problem Record</i> contains all details of a Problem, documenting the history of the Problem from detection to closure. A 'Problem' is defined as a cause of one or more incidents; the cause is not usually known at the time a Problem Record is created.</span></html>		'''<span id="Definition">Definition:</span>''' <html><span id="md-webpage-description" itemprop="description">The <i>Problem Record</i> contains all details of a Problem, documenting the history of the Problem from detection to closure. A 'Problem' is defined as a cause of one or more incidents; the cause is not usually known at the time a Problem Record is created.</span></html>

Andrea at 18:22, 30 January 2017

2017-01-30T18:22:05Z

Show changes

Andrea at 17:51, 4 February 2016

2016-02-04T17:51:23Z

← Older revision		Revision as of 19:51, 4 February 2016
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	===<span id="Problem Record">Overview</span>===		===<span id="Problem Record">Overview</span>===

	[[image:Problem-record.jpg\|~~frame~~\|right\|alt=ITIL Problem Record\|Fig. 1: [[Checklist Problem Record\|ITIL Problem Record]] - Definition and information flow.]]		[[image:Problem-record.jpg\|thumb\|451px\|right\|alt=ITIL Problem Record\|link=https://wiki.en.it-processmaps.com/index.php/File:Problem-record.jpg\|Fig. 1: [[Checklist Problem Record\|ITIL Problem Record]] - Definition and information flow.]]

	The ''Problem Record'' contains all details of a [[Problem Management#Problem\|Problem]], documenting the history of the Problem from detection to closure.		The ''Problem Record'' contains all details of a [[Problem Management#Problem\|Problem]], documenting the history of the Problem from detection to closure.

Andrea at 09:54, 13 September 2014

2014-09-13T09:54:17Z

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 <p>&nbsp;</p>
-<html><a rel="author" href="https://plus.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter | Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></html>
+==[ Infobox ]==
 <!-- This page is assigned to the following categories: -->

Andrea at 10:21, 20 September 2013

2013-09-20T10:21:40Z

← Older revision		Revision as of 12:21, 20 September 2013
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	== <~~span id="Problem Record"~~>~~Overview~~</~~span~~> ==		<p> </p>

	'''ITIL Process''': [[ITIL V3 Service Operation\|ITIL 2011 Service Operation]] - [[Problem Management]]		'''ITIL Process''': [[ITIL Service Operation\|ITIL 2011 Service Operation]] - [[Problem Management]]

	'''Checklist Category:''' [[ITIL-Checklists#~~Checklists~~ ITIL ~~V3 Service Operation~~\|~~Checklists~~ ITIL Service Operation]]		'''Checklist Category:''' [[ITIL-Checklists#ITIL 2011 Templates\|Templates ITIL 2011]] - Service Operation

	'''Source''': Checklist "Problem Record" from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map]		'''Source''': Checklist "Problem Record" from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map]

	<p> </p>		<p> </p>
			__TOC__

			===<span id="Problem Record">Overview</span>===

			[[image:Problem-record.jpg\|frame\|right\|alt=ITIL Problem Record\|Fig. 1: [[Checklist Problem Record\|ITIL Problem Record]] - Definition and information flow.]]

	The ''Problem Record'' contains all details of a [[Problem Management#Problem\|Problem]], documenting the history of the Problem from detection to closure.		The ''Problem Record'' contains all details of a [[Problem Management#Problem\|Problem]], documenting the history of the Problem from detection to closure.

	<p> </p>		<p> </p>
	~~__TOC__~~		<br style="clear:both;"/>

	== Problem Record - Contents ==		==Problem Record - Contents==

	'''A Problem Record typically contains the following information:'''		'''A Problem Record typically contains the following information:'''
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	<p> </p>		<p> </p>

	===== Unique ID =====		====Unique ID====
	(Unique ID of the [[Problem Management#Problem\|Problem]] - usually allocated automatically by the system)		(Unique ID of the [[Problem Management#Problem\|Problem]] - usually allocated automatically by the system)

	===== Date and time of detection =====		====Date and time of detection====

	===== Problem owner =====		====Problem owner====

	===== Description of symptoms =====		====Description of symptoms====

	===== Affected users/ business areas =====		====Affected users/ business areas====

	===== Affected service(s) =====		====Affected service(s)====

	===== Problem priority =====		====Problem priority====
	Priority, a function of the following components:		Priority, a function of the following components:
	# Urgency (available time until the resolution of the Problem)		# Urgency (available time until the resolution of the Problem)
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	(Note: Prioritization of Problems should follow the same rules as the prioritization of Incidents; for further information, refer to the checklist [[Checklist Incident Priority\|Incident Prioritization Guideline]])		(Note: Prioritization of Problems should follow the same rules as the prioritization of Incidents; for further information, refer to the checklist [[Checklist Incident Priority\|Incident Prioritization Guideline]])

	===== Relationships to CIs =====		====Relationships to CIs====
	(Relationships to [[Checklist CMS CMDB#Configuration Model and CI Types \|Configuration Items (CIs)]])		(Relationships to [[Checklist CMS CMDB#Configuration Model and CI Types \|Configuration Items (CIs)]])

	===== Problem category =====		====Problem category====
	Problem category, usually selected from a category-tree according to the following example:		Problem category, usually selected from a category-tree according to the following example:
	# Hardware error		# Hardware error
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	(Note: Problem categories should be harmonized with Incident categories to support matching between Incidents and Problems)		(Note: Problem categories should be harmonized with Incident categories to support matching between Incidents and Problems)

	===== Links to related Problem Records =====		====Links to related Problem Records====
	(Links to related Problem Records - if there are other outstanding Problems related to this one)		(Links to related Problem Records - if there are other outstanding Problems related to this one)

	===== Links to related Incident Records =====		====Links to related Incident Records====
	(Links to related [[Incident Management#Incident Record\|Incident Records]] - if outstanding Incidents exist, whose solution depends on the solution of this Problem)		(Links to related [[Incident Management#Incident-Record\|Incident Records]] - if outstanding Incidents exist, whose solution depends on the solution of this Problem)

	===== Links to related Known Errors and Workarounds =====		====Links to related Known Errors and Workarounds====
	(Links to [[Problem Management#Known Error\|Known Errors]] and [[Problem Management#Workaround\|Workarounds]] - if Known Errors and Workarounds related to the Problem have been identified)		(Links to [[Problem Management#Known Error\|Known Errors]] and [[Problem Management#Workaround\|Workarounds]] - if Known Errors and Workarounds related to the Problem have been identified)

	===== Links to RFCs/ Change Records =====		====Links to RFCs/ Change Records====
	(Links to [[Change Management#ITIL RFC\|RFCs]]/ [[Change Management#Change Record\|Change Records]] associated with the solution of the Problem)		(Links to [[Change Management#ITIL-RFC\|RFCs]]/ [[Change Management#Change-Record\|Change Records]] associated with the solution of the Problem)

	===== Problem status change history =====		====Problem status change history====
	# Date and time		# Date and time
	# Person in charge		# Person in charge
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	# New Problem status		# New Problem status

	===== Activity log =====		====Activity log====
	Activity log/ Tasks assigned to the Problem: Most service desk systems allow maintaining a simple log of steps carried out to resolve the Problem. Some systems, however, also provide the means to assign "Tasks" to Problems. Akin to the Problems they are assigned to, Tasks are typically characterized by properties like name, description, owner, priority, etc. and contain a status history and activity log of their own.		Activity log/ Tasks assigned to the Problem: Most service desk systems allow maintaining a simple log of steps carried out to resolve the Problem. Some systems, however, also provide the means to assign "Tasks" to Problems. Akin to the Problems they are assigned to, Tasks are typically characterized by properties like name, description, owner, priority, etc. and contain a status history and activity log of their own.

	<p> </p>		<p> </p>

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Andrea: /* Activity log */

2012-06-24T12:53:50Z

Activity log

← Older revision		Revision as of 14:53, 24 June 2012
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			== <span id="Problem Record">Overview</span> ==

	'''ITIL Process''': [[ITIL V3 Service Operation\|ITIL 2011 Service Operation]] - [[Problem Management]]		'''ITIL Process''': [[ITIL V3 Service Operation\|ITIL 2011 Service Operation]] - [[Problem Management]]
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	The ''Problem Record'' contains all details of a [[Problem Management#Problem\|Problem]], documenting the history of the Problem from detection to ~~resolution~~.		The ''Problem Record'' contains all details of a [[Problem Management#Problem\|Problem]], documenting the history of the Problem from detection to closure.

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			__TOC__

			== Problem Record - Contents ==

	'''A Problem Record typically contains the following information:'''		'''A Problem Record typically contains the following information:'''
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	# Unique ID of the [[Problem Management#Problem\|Problem]] (usually allocated automatically by the system)		===== Unique ID =====
	# Date and time of detection		(Unique ID of the [[Problem Management#Problem\|Problem]] - usually allocated automatically by the system)
	# Problem owner
	# Description of symptoms		===== Date and time of detection =====
	# Affected users/ business areas
	# Affected service(s)		===== Problem owner =====
	~~# Prioritization~~, a function of the following components:
	## Urgency (available time until the resolution of the Problem)~~, e.g.~~		===== Description of symptoms =====
	#~~## Up to 5 working days~~
	~~### Up to 2 weeks~~		===== Affected users/ business areas =====
	~~### Up to 4 weeks~~
	~~## Degree of severity~~ (damage caused to the business)~~, e.g.~~		===== Affected service(s) =====
	### "High" ~~(interruption to critical business processes)~~
	~~###~~ "~~Normal~~" ~~(interruption to the work of individual employees)~~		===== Problem priority =====
	~~###~~ "Low" ~~(hindrance to the work of individual employees~~, ~~continuation of work possible by means of a circumventive solution)~~		Priority, a function of the following components:
	~~## Priority (for example in stages 1, 2 and 3~~): The result from the combination of urgency and the ~~degree~~ of ~~severity~~		# Urgency (available time until the resolution of the Problem)
	# Relationships to [[~~Service Asset~~ and ~~Configuration Management#~~CI\|CIs]]		# Impact (damage caused or potential damage to the business or IT infrastructure)
	# Problem category, usually selected from a category-tree according to the following example ~~(Problem categories should be harmonized with CI and Incident categories to support matching between Incidents, Problems and CIs)~~:		# Priority (for example expressed in codes like "Critical", "High", "Medium", "Low", "Very Low"): The result from the combination of urgency and impact
	## Hardware error		(Note: Prioritization of Problems should follow the same rules as the prioritization of Incidents; for further information, refer to the checklist [[Checklist Incident Priority\|Incident Prioritization Guideline]])
	### Server A
	#### Component x		===== Relationships to CIs =====
	##### Symptom a		(Relationships to [[Checklist CMS CMDB#Configuration Model and CI Types \|Configuration Items (CIs)]])
	##### Symptom b
	#### Component y		===== Problem category =====
	~~#### …~~		Problem category, usually selected from a category-tree according to the following example:
	~~### Server B~~		# Hardware error
			## Server A
			### Component x
			#### Symptom a
			#### Symptom b
			### Component y
	### …		### …
	## Software error		## Server B
	### System A		## …
	### System B		# Software error
	### …		## System A
	## Network error		## System B
	## ...		## …
	# Links to related Problem Records (if there are other outstanding Problems related to this one)		# Network error
	# Links to related [[Incident Management#Incident Record\|Incident Records]] (if outstanding Incidents exist, whose solution depends on the solution of this Problem)		# ...
	# Links to [[Problem Management#Known Error\|Known Errors]] and [[Problem Management#Workaround\|Workarounds]] (if Known Errors and Workarounds related to the Problem have been identified)		(Note: Problem categories should be harmonized with Incident categories to support matching between Incidents and Problems)
	~~# Problem Recovery Procedures: Any procedures that are required~~ to ~~be performed~~ to ~~eliminate~~ the Problem~~. These procedures may need to be performed as part of removing Workarounds that have been applied while solving related Incidents.~~
	~~# Activity log/ resolution~~ history		===== Links to related Problem Records =====
	## Date and time		(Links to related Problem Records - if there are other outstanding Problems related to this one)
	## Person in charge
	#~~# Description of activities~~		===== Links to related Incident Records =====
	## New Problem status ~~(if~~ the ~~activity results in~~ a ~~change~~ of status)		(Links to related [[Incident Management#Incident Record\|Incident Records]] - if outstanding Incidents exist, whose solution depends on the solution of this Problem)

			===== Links to related Known Errors and Workarounds =====
			(Links to [[Problem Management#Known Error\|Known Errors]] and [[Problem Management#Workaround\|Workarounds]] - if Known Errors and Workarounds related to the Problem have been identified)

			===== Links to RFCs/ Change Records =====
			(Links to [[Change Management#ITIL RFC\|RFCs]]/ [[Change Management#Change Record\|Change Records]] associated with the solution of the Problem)

			===== Problem status change history =====
			# Date and time
			# Person in charge
			# Reason for status change
			# New Problem status

			===== Activity log =====
			Activity log/ Tasks assigned to the Problem: Most service desk systems allow maintaining a simple log of steps carried out to resolve the Problem. Some systems, however, also provide the means to assign "Tasks" to Problems. Akin to the Problems they are assigned to, Tasks are typically characterized by properties like name, description, owner, priority, etc. and contain a status history and activity log of their own.

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	[[Category:Checklist (ITIL)\|Problem Record]]		[[Category:Checklist (ITIL)\|Problem Record]]
	[[Category:Service Operation\|Problem Record]]		[[Category:Service Operation\|Problem Record]]
	[[Category:~~Incident~~ Management\|Problem Record]]		[[Category:Problem Management\|Problem Record]]
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