Checklist Problem Report

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ITIL Process: Service Support - Problem Management

Checklist Category: Checklists for Problem Management


The Problem Manager's report includes the following information:

  • Statistical evaluations
    • Outstanding Problems
      • According to duration since creation of the Problem Record
      • According to categories
    • Resolution times of closed Problems
      • According to duration
      • According to categories
    • Trend analyses
  • Problems with special importance regarding Availability, Capacity, IT Service Continuity and IT Security Management
    • Description
    • Problem cause
    • Applied resolution strategy
      • Elimination of the root cause
      • Possible Workarounds
    • Time schedule for the resolution of the Problem
  • Other important Problems with extensive effects upon the quality of the IT Services
    • Description
    • Problem cause
    • Applied resolution strategy
      • Elimination of the root cause
      • Possible Workarounds
    • Time schedule for the resolution of the Problem
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