Incident Management - KEDB or HDKB?

An open discussion on issues related directly or primarily to the service or help desk.
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umakantsenapati
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Wed Apr 27, 2011 5:49 pm

I believe that all workarounds should be captured in Known Error Database. Suppose for a particular incident, the Incident Management team is not able to find any documented workaround in the KEDB. Since they have to meet SLAs, lets say that the Incident Management team uses its expertize to come up with a valid workaround that restored service. Now they want this workaround to be added to the KEDB. My question is 1. Once they submit the workaround to Problem Management, should problem mgmt raise a problem record and then map it to a Known Error Record and then add this workaround to KEDB after validating it or Can they add the workaround directly to the KEDB without creating a problem record? 2. What is the recommended way by ITIL v3 in these cases? 3. Should all workarounds reside in one KEDB or is it OK for various Incident Management teams to have their own Knowledge Bases?

Thanks and Regards
Umakant


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Marcel
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Thu Apr 28, 2011 9:47 am

1. Once they submit the workaround to Problem Management, should problem mgmt raise a problem record and then map it to a Known Error Record and then add this workaround to KEDB after validating it or Can they add the workaround directly to the KEDB without creating a problem record?
Identifying, vetting, and publishing workarounds is a responsibility of Problem Mgmt. When reviewing the incident(s) that triggered the problem investigation, Problem Mgmt may determine that the on-the-fly corrective action that was taken as part of Incident Mgmt is a valid workaround for the problem that would be fine to use for future occurrences of the problem. Problem Mgmt will then make sure it gets published following whatever mechanism you have in place. For some organizations that may mean to open a Known Error record even though root cause is not known at the time. In other organizations the workaround may be documented in the Problem record because a Known Error would not be raised until after root cause has been determined. This all depends on your implementation (see the other thread you started about having one record vs separate records).
2. What is the recommended way by ITIL v3 in these cases?
ITIL does not give a specific recommendation on exactly how to do this. What you will see is that 'workarounds' are a deliverable of the Problem Mgmt process. What you will also find is ambiguity about Known Errors. While defined as a problem for which the root cause is known AND a workaround is available (I'm emphasizing "AND" here), ITIL v3 will also say that a Known Error may be raised earlier if deemed beneficial. Unfortunately no guidance is given as to when this would be beneficial and how this relates to the much stricter definition. You are on your own :D
3. Should all workarounds reside in one KEDB or is it OK for various Incident Management teams to have their own Knowledge Bases?
This too is up to you and is truly just a decision about the technical implementation. Having all records in a single database does not mean you can't give each team 'exclusive views' to the records that matter to them. Having separate databases does not mean you can't provide a logical view that pulls records from both databases. Without knowing why you are asking this question, my first response would be to just have a single database (less maintenance) and ensure through functionality and process that the teams don't interfere which each other if that is your concern. Again, it's up to you. No general rules here.
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Fortune 100 Company
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