Checklist Problem Record - ITIL V2

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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
      • ...
  • 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
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