Checklist Initial Analysis of an Incident: Difference between revisions

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'''ITIL Process''': [[Service Support]] - [[Service Desk and Incident Management]]
<seo metakeywords="incident initial analysis, incident analysis checklist, incident analysis template" metadescription="Initial Analysis of an Incident. Using the assignment of the Incident to CIs and to Product and Incident categories, the Support Knowledge Base ..." />
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Image:ITIL-Wiki-deutsch.jpg|right|Checklist Initial Analysis of an Incident - Template Initial Analysis of an Incident
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'''ITIL Process''': ITIL V2 [[Service Support]] - [[Service Desk and Incident Management]]


'''Checklist Category''': [[ITIL-Checklists#Checklists for Service Desk and Incident Management|Checklists for Service Desk and Incident Management]]
'''Checklist Category''': [[ITIL-Checklists#Checklists for Service Desk and Incident Management|Checklists for Service Desk and Incident Management]]
'''Source''': Checklist "Initial Analysis of an Incident" from the [https://en.it-processmaps.com/products/product-versions-itil-v3.html ITIL Process Map V2]




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*** Software error
*** Software error
*** ...
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[[Category:Checklist (ITIL)|Incident Initial Analysis]]
[[Category:Incident Management|Incident Initial Analysis]]
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Revision as of 19:36, 26 July 2011

<seo metakeywords="incident initial analysis, incident analysis checklist, incident analysis template" metadescription="Initial Analysis of an Incident. Using the assignment of the Incident to CIs and to Product and Incident categories, the Support Knowledge Base ..." />

Checklist Initial Analysis of an Incident - Template Initial Analysis of an Incident
Checklist Initial Analysis of an Incident - Template Initial Analysis of an Incident


ITIL Process: ITIL V2 Service Support - Service Desk and Incident Management

Checklist Category: Checklists for Service Desk and Incident Management

Source: Checklist "Initial Analysis of an Incident" from the ITIL Process Map V2


Using the assignment of the Incident to CIs and to Product and Incident categories, the Support Knowledge Base is searched for:

  • Known Solutions
  • Known Workarounds
  • Known Errors

If it becomes apparent during the initial analysis that the attributions originally assigned were not applicable, these are corrected:

  • Relationships to CIs
  • Product category, usually selected from a category-tree according to the following example
    • Client PC
      • Standard configuration 1
      • ...
    • Printer
      • Manufacturer 1
      • ...
    • Incident category, i.e.
      • Hardware error
      • Software error
      • ...