Known Error Database

Discussion on issues related directly or largely to ITIL problem management.
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rjp
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Wed Oct 19, 2005 10:39 pm

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rjp
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Miri
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Mon Sep 21, 2009 10:09 am

Hi,

i have a question about implementation tools, based in itil, in the company . If the Known Error database (KEDB) is owned by the Problem Management team then who's owned by Knowledge Base? when process (Incident, Problem, Change,..., is begining to implementation? is Problem team? why? why not service desk?
thanks for your answers.
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thechosenone69
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Mon Sep 21, 2009 10:16 am

Miri? where did you learn your ITIL?
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Miri
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Mon Sep 21, 2009 10:49 am

I know ITIL V2 (certification), but my company bought a tool that contains a module of knowledge. My boss says that the problem team should be responsible for the module in the tool, and I want to answer he, why the problem process that should not be the owner.
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HumanAfterAll
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Tue Sep 22, 2009 4:24 pm

Miri wrote:I know ITIL V2 (certification), but my company bought a tool that contains a module of knowledge. My boss says that the problem team should be responsible for the module in the tool, and I want to answer he, why the problem process that should not be the owner.
The Known Error Database is owned by Problem Management.
The Knowledge Base, that holds customer documentation, processes and procedural fixes is managed under Incident Management, usually through Subject Matter Experts on the Service Desk.

The Service Desk should sign off new contracts through an onboarding process when sufficient information has been submitted to support the given contract. The information is then translated by members of the service desk to their preferred format and technique for indexing.

The Knowledge Base information should be supplied to the Service Desk through Service Delivery Management/Account Managers/Consultants/Support Teams etc.

The Knowledge Module in the tool that my company has is used for Known Error Records, because they need to be linked to incidents and Problems as part of the Problem Management process.

The knowledge base should be a separate repository for documents and articles.

I think you need to explain the above to your boss.

Good luck.
Last edited by HumanAfterAll on Thu Sep 24, 2009 6:01 am, edited 1 time in total.
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Miri
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Wed Sep 23, 2009 10:07 pm

Thank you for your answer.
I read about knowledge management in ITIL v3 Service Transition book ,
but there is no reference about process owner.
i know that ITIL is a set of concepts, but is very important understand the activities
of each process to have a good administration of them.
I think in some organizations may have this doubt implementing tools (software) with ITIL processes
and identify who is responsible for the knowledge module.
Again, thank you very much for your reply.
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Diarmid
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Thu Sep 24, 2009 7:19 am

There is no simple answer as to who should 'own' your knowledge base.

Except to say that it has to be someone with an overall scope that covers what you will use it for. In big organizations it could well be a full time post reporting to, say, the IT Services Manager. Or it might be an IT quality Manager. Or it might be head of Applications Services or Help Desk Manager.

But, especially in a smaller organization, The IT Service Manager may delegate it to the person with the best fit for the task, irrespective of their primary role in the organization. In this case it does not become part of their primary role (such as Problem Management to take a case in point), but is a separate function with its own protocols and procedures.
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Caperz
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Sun Nov 29, 2009 11:34 pm

Hi Team,

I would like to ask, for the guys that are using a well established KE tool out there today, can you please advise the recommended fields and information to have in a KE record ?

I would imagine that we would need :

- Date error was recorded
- Who recorded it
- What is the faulting CI / Service
- What the syptoms of the KE are
- What the work around is
- What the documented root cause is
- How many times has the KE been used
- Who has used the KE

Maybe also a link to the Problem Record and any RFCs that are implemented to try and resolve the Known Error.

Any assistance would be much appreciated... as I havent worked with a KEDB before. I only understand its concept out of ITIL v3
Last edited by Caperz on Tue Dec 08, 2009 9:44 pm, edited 1 time in total.
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Bluesman
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Mon Nov 30, 2009 7:03 am

Add a few fields:

Who has verified the Root Cause?
Who verified the Workaround?
What is the current status of the KE entry: current or archived (you will need this as your history, i e service packs will make KE:s obsolete)

Tip: only publish current KE:s that have verified workarounds, regardless if they have a RC or not. Heck, even flag it as a "Known Problem" in the RC field if it´s still under investigation.

The verified Workaround and the matching of incidents against this KE are the keys here.

This makes life easier on the Service Desk.
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Caperz
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Wed Dec 02, 2009 3:16 pm

Bluesman wrote:Add a few fields:

Who has verified the Root Cause?
Who verified the Workaround?
Gday Bluesman - Why would you want this information ?
Tip: only publish current KE:s that have verified workarounds, regardless if they have a RC or not. Heck, even flag it as a "Known Problem" in the RC field if it´s still under investigation.

The verified Workaround and the matching of incidents against this KE are the keys here.

This makes life easier on the Service Desk.
Attention ITIL Team and World - I have a question around this - If you had a KE where you know that the work-around can ONLY be applied by a specialist team due to restricted level of access e.g Mainframe ... would you still publish this KE to the Service Desk ? Why or why not ?
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SwissTony
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Thu Dec 03, 2009 3:54 am

Simply put......Yes.

Known error - A problem that is successfully diagnosed and for which a work-around is known.

Doesn't matter if only the cleaner can implement the fix.

Is that an exam question? :wink:
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Caperz
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Thu Dec 03, 2009 6:08 am

Hi SwissTony,

I understand what a Known Error is by ITIL definitions and that it belongs in a KEDB (if one is available) or at the very least the Problem Management tool. However the question was more about viewablility and useability of the KE records, by group /team. Take the following scenario :

- Users report slow application performance problem.
- The problem is diagnosed as a low available disk capacity due to a SQL transactional logging design issue.
- The work-around is to free space on the relevant disk. This can ONLY be performed by the Windows Server technician in the specialist team

Should this Known Error record be displayed in the KEDB to the Service Desk function or should it only remain viewable by the Windows Server team as they are the ones that will actually apply the work-around and this will directly benefit them.

This is one example... but there could be other examples where the knowledge of the workaround / fix could be a security breach if it falls into the wrong hands, etc.

Fellow ITIL'ers - Please comment on this and how it is handled in your organisation.
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