Problem Management - Erro Control targets

Discussion on issues related directly or largely to ITIL problem management.
Post Reply
User avatar
Posts: 1
Joined: Tue May 17, 2011 8:00 pm

Wed May 18, 2011 1:56 am

What targets are being used for Known Error completion?
Completion being defined as either:
1/ A fixed has been applied and verifed sucessful
2/ Decision has been made to not fix the issue.

I am interested in what is being done in the wider community to address this?

User avatar
ITIL Expert
ITIL Expert
Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Wed May 18, 2011 5:13 am

The only target that can be established is the one for the instance in question, since a realistic target will depend on the importance of the resolution, the resources able to be committed to it and the nature of the task to develop, test, implement and confirm the solution.

How can you generalize a target for the unknown?
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
User avatar
Posts: 21
Joined: Thu Dec 29, 2005 7:00 pm
Location: Navi Mumbai, Maharashtra, India

Sun Jul 17, 2011 8:58 am

Targets for completion depend on many aspects.
Shorter time targets should be planned for problems which have:
1. Frequent Incidents occurring due to the unknown error
2. Impact of Incidents caused (one is enough) is very high
3. Cost of undertaking root cause analysis is low

It is difficult to have a SLA for known error due to complexity of the technology and infrastructure. This may force PM tem in closing the RCA before they actually reach root caue.
Post Reply