Checklist Problem Record - ITIL V2: Difference between revisions

Revision as of 16:16, 12 January 2013

→ see also: ITIL Checklist Problem Record, enhanced with many additions

ITIL Process: ITIL V2 Service Support - Problem Management

Checklist Category: ITIL-Checklists 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
  - ...
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

@@ Line 7: / Line 7: @@
 <br style="clear:both;"/>
-'''&#8594; see also:''' [[Checklist Problem Record|Checklist Problem Record according to ITIL 2011]], ''enhanced with many additions''
+'''&#8594; see also:''' [[Checklist Problem Record|ITIL Checklist Problem Record]], ''enhanced with many additions''
 '''ITIL Process''': ITIL V2 [[Service Support]] - [[Problem Management - ITIL V2|Problem Management]]
-'''Checklist Category''': [[ITIL-Checklists#Checklists for Problem Management|Checklists for Problem Management]]
+'''Checklist Category''': [[ITIL-Checklists]] Problem Management
 '''Source''': Checklist "Problem Record" from the [https://en.it-processmaps.com/products/product-versions-itil-v3.html ITIL Process Map V2]