Unable to identify root cause for a problem........

Discussion on issues related directly or largely to ITIL problem management.
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mailrajkumar
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Mon Dec 10, 2012 4:07 am

During a problem management review, what will be the discussion points for a problem where root cause could not be identified and its next steps. Please share your thoughts.


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Diarmid
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Mon Dec 10, 2012 1:08 pm

Is this an exam question?

Do you mean the "root cause" has not been identified or cannot be identified?
"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
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MikkoH
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Tue Dec 11, 2012 3:25 am

Problem Logging, Categorizasion, Prioritizasion Investigation and Diagnosis?

The Problem's findings to the CSM and create workaround if possible, create Known Error Report and see if Change is needed.
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mailrajkumar
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Wed Dec 19, 2012 4:37 am

This is not an exam question and the root cause cannot be identified.
During problem review meeting with the stake holders, such problems should also be discussed and we currently do the following,
1. Understand the business impact
2. Technology impact
3. Identify the risks, mitigation plan and its implementation.

Is there anything else to be discussed apart from the above.
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