Checklist Closure of a Problem
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ITIL Process: ITIL V2 Service Support - Problem Management
Checklist Category: Checklists for Problem Management
Source: Checklist "Closure of a Problem" from the ITIL Process Map V2
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
