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


'''Checklist Category:''' [[ITIL-Checklists#Checklists ITIL V3 Service Operation|Checklists ITIL Service Operation]]
'''ITIL Process''': [[ITIL Service Operation|ITIL Service Operation]] - [[Problem Management]]


'''Source''': Checklist "Problem Record" from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map]
'''ITIL 4 Practice''': Problem management
 
'''Checklist Category:''' [[ITIL-Checklists#ITIL_Templates|ITIL Templates]]  


<p>&nbsp;</p>
<p>&nbsp;</p>


The ''Problem Record'' contains all details of a [[Problem Management#Problem|Problem]], documenting the history of the Problem from detection to resolution.
__TOC__
 
==Problem Record - Contents==
 
[[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:''


<p>&nbsp;</p>
<p>&nbsp;</p>


'''A Problem Record typically contains the following information:'''
====Unique ID====
(Unique ID of the [[Problem Management#Problem|Problem]] - usually allocated automatically by the system)
 
====Date and time of detection====
 
====Problem owner====
 
====Description of symptoms====
 
====Affected users/ business areas====
 
====Affected service(s)====
 
====Problem priority====
Priority, a function of the following components:
# Urgency (available time until the resolution of the Problem)
# Impact (damage caused or potential damage to the business or IT infrastructure)
# Priority (for example expressed in codes like "Critical", "High", "Medium", "Low", "Very Low"): The result from the combination of urgency and impact
(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 [[Checklist CMS CMDB#Configuration Model and CI Types |Configuration Items (CIs)]])
 
====Problem category====
Problem category, usually selected from a category-tree according to the following example:
# Hardware error
## Server A
### Component x
#### Symptom a
#### Symptom b
### Component y
### …
## Server B
## …
# Software error
## System A
## System B
## …
# Network error
# ...
(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 - if there are other outstanding Problems related to this one)
 
====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 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.


<p>&nbsp;</p>
<p>&nbsp;</p>


# Unique ID of the [[Problem Management#Problem|Problem]] (usually allocated automatically by the system)
==Notes==
# Date and time of detection
 
# Problem owner
<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>
# Description of symptoms
 
# Affected users/ business areas
<p>By:&#160;&#160;Stefan Kempter&#160;<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>
# Affected service(s)
# Prioritization, a function of the following components:  
## Urgency (available time until the resolution of the Problem), e.g.
### Up to 5 working days
### Up to 2 weeks
### Up to 4 weeks
## Degree of severity (damage caused to the business), e.g.
### "High" (interruption to critical business processes)
### "Normal" (interruption to the work of individual employees)
### "Low" (hindrance to the work of individual employees, continuation of work possible by means of a circumventive solution)
## Priority (for example in stages 1, 2 and 3): The result from the combination of urgency and the degree of severity
# Relationships to [[Service Asset and Configuration Management#CI|CIs]]
# 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):
## Hardware error
### Server A
#### Component x
##### Symptom a
##### Symptom b
#### Component y
#### …
### Server B
### …
## Software error
### System A
### System B
### …
## Network error
## ...
# Links to related Problem Records (if there are other outstanding Problems related to this one)
# 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)
# 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
## Date and time
## Person in charge
## Description of activities
## New Problem status (if the activity results in a change of status)


<p>&nbsp;</p>
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<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 itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Checklist_Problem_Record#Problem_priority"> <span itemprop="name">Priority</span></a><meta itemprop="position" content="3" /></span> ›
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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:Incident Management|Problem Record]]
[[Category:Problem Management|Problem Record]]
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Latest revision as of 12:09, 31 December 2023

DE - ES - Checklist Problem Record - Template Problem Recorddiese Seite auf Deutschesta página en español
DE - ES - Checklist Problem Record - Template Problem Record


Definition: The Problem Record 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.

ITIL Process: ITIL Service Operation - Problem Management

ITIL 4 Practice: Problem management

Checklist Category: ITIL Templates

 

Problem Record - Contents

ITIL Problem Record
Fig. 1: ITIL Problem Record: Definition and information flow (view full size)

A Problem Record typically contains the following information:

 

Unique ID

(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)

Problem priority

Priority, a function of the following components:

  1. Urgency (available time until the resolution of the Problem)
  2. Impact (damage caused or potential damage to the business or IT infrastructure)
  3. Priority (for example expressed in codes like "Critical", "High", "Medium", "Low", "Very Low"): The result from the combination of urgency and impact

(Note: Prioritization of Problems should follow the same rules as the prioritization of Incidents; for further information, refer to the checklist Incident Prioritization Guideline)

Relationships to CIs

(Relationships to Configuration Items (CIs))

Problem category

Problem category, usually selected from a category-tree according to the following example:

  1. Hardware error
    1. Server A
      1. Component x
        1. Symptom a
        2. Symptom b
      2. Component y
      3. …
    2. Server B
    3. …
  2. Software error
    1. System A
    2. System B
    3. …
  3. Network error
  4. ...

(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 - if there are other outstanding Problems related to this one)

Links to related Incident Records

(Links to related Incident Records - if outstanding Incidents exist, whose solution depends on the solution of this Problem)

Links to related Known Errors and Workarounds

(Links to Known Errors and Workarounds - if Known Errors and Workarounds related to the Problem have been identified)

Links to RFCs/ Change Records

(Links to RFCs/ Change Records associated with the solution of the Problem)

Problem status change history

  1. Date and time
  2. Person in charge
  3. Reason for status change
  4. 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.

 

Notes

Is based on: Checklist 'Problem Record' from the ITIL Process Map

By:  Stefan Kempter , IT Process Maps.

 

Definition › Problem Record: Contents › Priority › Category

Retrieved from "https://wiki.en.it-processmaps.com/index.php?title=Checklist_Problem_Record&oldid=9642"