Checklist Problem Record: Difference between revisions
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'''Source''': Checklist "Problem Record" from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] | '''Source''': Checklist "Problem Record" from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] | ||
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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. | |||
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'''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 (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 | ||
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### Up to 4 weeks | ### Up to 4 weeks | ||
## Degree of severity (damage caused to the business), e.g. | ## 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 | ## Priority (for example in stages 1, 2 and 3): The result from the combination of urgency and the degree of severity | ||
# Relationships to CIs | # Relationships to [[Service Asset and Configuration Management#CI|CIs]] | ||
# Product category, usually selected from a category-tree according to the following example: | # Product category, usually selected from a category-tree according to the following example: | ||
## Client PC | ## Client PC | ||
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## ... | ## ... | ||
# 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 (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) | ||
# 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) | ||
# | # 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) | |||
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<!-- This page is assigned to the following categories: --> | <!-- This page is assigned to the following categories: --> | ||
Revision as of 10:51, 9 September 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. ..." />
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:
- 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)
- 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
- Urgency (available time until the resolution of the Problem), e.g.
- Relationships to CIs
- Product category, usually selected from a category-tree according to the following example:
- Client PC
- Standard configuration 1
- ...
- Printer
- Manufacturer 1
- ...
- Client PC
- 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)
- Links to Known Errors and Workarounds (if Known Errors and Workarounds related to the Problem have been identified)
- 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)
