Checklist Problem Record: Difference between revisions

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'''ITIL Process''': [[Service Support]] - [[Problem Management - ITIL V2|Problem Management]]
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'''Checklist Category''': [[ITIL-Checklists#Checklists for Problem Management|Checklists for Problem Management]]
'''ITIL Process''': [[ITIL V3 Service Operation]] - [[Problem Management]]


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


The following data is entered during the creation of a Problem Record:
'''Source''': Checklist "Problem Record" from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3]


* 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
The Problem Record contains all details of a Problem, documenting the history of the Problem from detection to resolution.
* Affected IT Service(s)
 
* Relevant SLAs
 
* Relationship to CIs
'''A Problem Record typically contains the following information:'''
* Product category, usually selected from a category-tree according to the following example:
 
** Client PC
 
*** Standard configuration 1
# Unique ID of the Problem (usually allocated automatically by the system)
*** ...
# Date and time of detection
** Printer
# Problem owner
*** Manufacturer 1
# Description of symptoms
*** ...
# Affected users/ business areas
** Problem category, for example
# Affected service(s)
*** Hardware error
# Prioritization, a function of the following components:
*** Software error
## Urgency (available time until the resolution of the Problem), e.g.
*** ...
### Up to 5 working days
* Links to
### Up to 2 weeks
** Incidents associated with this problem
### Up to 4 weeks
** Other Problems, whose resolution is associated with this Problem
## Degree of severity (damage caused to the business), e.g.
* Workaround for the circumvention of the Problem, if known
### „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 CIs
# Product category, usually selected from a category-tree according to the following example:  
## Client PC
### Standard configuration 1
### ...
## Printer
### Manufacturer 1
### ...
# Problem category, usually selected from a category-tree according to the following example:
## Hardware error
## Software error
## ...
# 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
## Resolution time and date
## Closure time and date
## Closure categories (if required, revised product and Problem categorizations)
 
 
 
<!-- This page is assigned to the following categories: -->
[[Category:ITIL V3|Problem Record]]
[[Category:Checklist (ITIL)|Problem Record]]
[[Category:Service Operation|Problem Record]]
[[Category:Incident Management|Problem Record]]
<!-- --- -->

Revision as of 20:35, 26 July 2011

<seo metakeywords="problem record, problem record template, problem record checklist" metadescription="The Problem Record contains all details of a Problem, documenting the history of the Problem from detection to resolution. ..." />

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


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:


  1. Unique ID of the Problem (usually allocated automatically by the system)
  2. Date and time of detection
  3. Problem owner
  4. Description of symptoms
  5. Affected users/ business areas
  6. Affected service(s)
  7. 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
  8. Relationships to CIs
  9. 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. ...
  10. Problem category, usually selected from a category-tree according to the following example:
    1. Hardware error
    2. Software error
    3. ...
  11. Links to related Problem Records (if there are other outstanding Problems related to this one)
  12. Links to related Incident Records (if outstanding Incidents exist, whose solution depends on the solution of this Problem)
  13. Problem status and activity log
  14. Resolution and closure data
    1. Resolution time and date
    2. Closure time and date
    3. Closure categories (if required, revised product and Problem categorizations)
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