Checklist Problem Record - ITIL V2
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![Checklist Problem Record - ITIL V2](/images/f/f8/ITIL-Wiki-deutsch.jpg)
→ 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