Search found 13 matches

by fulhamn
Mon Feb 04, 2013 9:19 am
Forum: Problem Management
Topic: KEDB Ticket - categories
Replies: 7
Views: 11375

UKVIKING wrote:Fulhamn

Here ya go

Categories:

Fruit: Banana, Cherry, Date, Guava
Vegetable: Tomato, Lettuce, Celery
Meat: Chicken, Beef, Turkey
Fish: Cod, Halibut, Salmon
Terrific thanks
by fulhamn
Mon Feb 04, 2013 9:18 am
Forum: Problem Management
Topic: KEDB Ticket - categories
Replies: 7
Views: 11375

Diarmid wrote:What is a "KEDB ticket system"? and What is it for?
I am creating a SharePoint page to store Known error's. This will have text boxes and drop down menus. I want to know what categories I should include. I want to get an idea of how other people store known errors and how they categories them.
by fulhamn
Fri Feb 01, 2013 9:33 am
Forum: Problem Management
Topic: KEDB Ticket - categories
Replies: 7
Views: 11375

KEDB Ticket - categories

Hi all,

I am trying to create a new KEDB Ticket system. Can you provide me with some categories that I should include.

Error Summary:
Status:
Linked Incidents:
Linked Problems:
Workaround:
Root Cause:
Change Req Ref:
Target Resolution Date:
by fulhamn
Thu Jan 31, 2013 9:27 am
Forum: Problem Management
Topic: Would it be a Problem or Known Error Record.
Replies: 4
Views: 13636

Would it be a Problem or Known Error Record.

ITIL defines a Known Error as: “A Known Error is a problem that has a documented root cause and a Workaround.”

If you have the Root casue but DO NOT have a workaorund. Would it be a Problem Reocrd or Known Error Record.
by fulhamn
Thu Jan 24, 2013 10:42 am
Forum: Problem Management
Topic: success of Problem Management
Replies: 1
Views: 4950

success of Problem Management

If a new IT department implemented Problem management in to their environment. After a year (for example) how would you measure the success of Problem Management. How would you determine if Problem management has been a benefit to the whole IT department. What sort of points would you look for and w...
by fulhamn
Tue Jan 22, 2013 9:25 am
Forum: Problem Management
Topic: Example of Problem SLA / Priority
Replies: 3
Views: 6180

Fulhamm As Incident Management is to resolve the incident and restore the service a SLA is used to determine how quick the service is restored against what would be the norm for fixing that type - classification - of an incident However, Problem management is about finding the cause of the incident...
by fulhamn
Mon Jan 21, 2013 10:00 am
Forum: Problem Management
Topic: Example of Problem SLA / Priority
Replies: 3
Views: 6180

Example of Problem SLA / Priority

Are the metrics / SLA below a good indication to get a problem resolved. Or is the metric below related to the incident ticket? Can the SLA'S assigned to an incident be the same for resolving a Problem ? How can you put a time line on getting a problem resolved? o (Very High) up to 1 Day  Multiple ...
by fulhamn
Fri Jan 11, 2013 10:45 am
Forum: Problem Management
Topic: Example - Problem and Problem Record
Replies: 1
Views: 5008

Example - Problem and Problem Record

Background: We have a dedicated Window Print Server (A). This is running a Canon Print application which controls all the print jobs. The Print Server (A) has a connection to a separate SQL server (B). Server A connects to a SQL Database on Server B. The SQL database acts as a store. It stores total...
by fulhamn
Fri Jan 11, 2013 9:07 am
Forum: ITIL Discussion
Topic: Can a repeat Problem reoccur?
Replies: 4
Views: 16512

Can a repeat Problem reoccur?

Problem can’t reoccur as this would have been resolved in the first instance.
by fulhamn
Tue Dec 18, 2012 9:52 am
Forum: Problem Management
Topic: Difference between a Problem Record and the Known error DB
Replies: 1
Views: 5443

Difference between a Problem Record and the Known error DB

Hi all, What is the difference between a Problem Record and the known error database. Some categories would be the same and different (Within the respected tickets). Can you guild me on what I should track in each ticket and provide feedback on the categories below: Problem Record catogories: Proble...
by fulhamn
Wed Dec 12, 2012 8:03 am
Forum: ITIL Discussion
Topic: Problem Record & Known Error - Templates / Categories
Replies: 3
Views: 9210

If we had a server which kept filling up with log files causing Low disk space on server. Would this be raised as a 'Known Error'. The work around is the we manually remove temp files weekly to free up space. So would we log a 'known error' ticket with the following description/ title 'Low Disk spac...
by fulhamn
Wed Dec 12, 2012 6:30 am
Forum: ITIL Discussion
Topic: Problem Record & Known Error - Templates / Categories
Replies: 3
Views: 9210

Problem Record & Known Error - Templates / Categories

Hi all, Would you be able to help / provide me with a good working example of a Problem Record and Known error template? What level of detail should I have in each ticket? Also if you had a known error would you raise a problem ticket of the back of a known error? I would like to know the categories...
by fulhamn
Mon Oct 08, 2012 5:39 am
Forum: ITIL Discussion
Topic: Tips for setting up a new Problem & Availability role
Replies: 1
Views: 4820

Tips for setting up a new Problem & Availability role

Dear fellow forum users I work In a IT department in a small to mid-size organisation. We have 15 different sites across Europe supporting 2500 users. We have verified IT infrastructure (In-house designed applications, Microsoft, Cisco etc). It has got to a stage where we want to setup a new Problem...