Checklist Closure of a Problem
From IT Process Wiki
ITIL Process: Service Support - Problem Management
Checklist Category: Checklists for Problem Management
The following entries are investigated with regards to their completeness and integrity during the closure of a Problem:
- Protocol of actions
- Person in charge
- Support group
- Time and date
- Description of the activity
- History of the change in status, e.g.
- „New“ into „Initial Analysis Completed“
- „Initial Analysis Completed“ into „Assigned to Specialists“
- ...
- „Resolved“ into „Closed“
- Documentation of the root cause of the Problem (Known Error)
- Documentation of possible Workarounds
- Documentation of the applied (causal) resolution
- Date of Problem resolution
- Date of Problem closure
