Checklist Problem Record - ITIL V2: Difference between revisions
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'''→ see also:''' [[Checklist Problem Record|Checklist Problem Record according to ITIL | '''→ see also:''' [[Checklist Problem Record|Checklist Problem Record according to ITIL 2011]], ''enhanced with many additions'' | ||
'''ITIL Process''': ITIL V2 [[Service Support]] - [[Problem Management - ITIL V2|Problem Management]] | '''ITIL Process''': ITIL V2 [[Service Support]] - [[Problem Management - ITIL V2|Problem Management]] | ||
Revision as of 18:39, 5 January 2012
<seo metakeywords="problem record itil, itil problem record" metadescription="→ see also: Problem Record according to ITIL V3. ... The following data is entered during the creation of a Problem Record: ..." />
→ see also: Checklist Problem Record according to ITIL 2011, enhanced with many additions
ITIL Process: ITIL V2 Service Support - Problem Management
Checklist Category: Checklists for Problem Management
Source: Checklist "Problem Record" from the ITIL Process Map V2
The following data is entered during the creation of a Problem Record:
- 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
- Affected IT Service(s)
- Relevant SLAs
- Relationship 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, for example
- Hardware error
- Software error
- ...
- Client PC
- Links to
- Incidents associated with this problem
- Other Problems, whose resolution is associated with this Problem
- Workaround for the circumvention of the Problem, if known
