Post on 13-Jan-2016
• Known Error Database
https://store.theartofservice.com/the-known-error-database-toolkit.html
Information Technology Infrastructure Library - ICT technical support
1 Primarily as a support to other processes, both in infrastructure management and service management, technical support provides a
number of specialist functions: research and evaluation, market intelligence (particularly for
design and planning and capacity management), proof of concept and pilot engineering, specialist technical expertise
(particularly to operations and problem management), creation of documentation
(perhaps for the operational documentation library or known error database)
https://store.theartofservice.com/the-known-error-database-toolkit.html
Information Technology Infrastructure Library - ICT technical support
1 The Known Error Database (KEDB) database contains all known error
records. This database is created by problem management and used by incident management and problem management, and as part of service knowledge management systems.
https://store.theartofservice.com/the-known-error-database-toolkit.html
Problem management - Scope
1 In this respect, Problem Management has a strong interface with
Knowledge Management, and tools such as the Known Error Database
will be used for both
https://store.theartofservice.com/the-known-error-database-toolkit.html
Problem management - Problem investigation and diagnosis
1 *The Known Error Database or KEDB should be accessed and checked in order to find out if the problem has
occurred in the past, if so a resolution should be already in place.
https://store.theartofservice.com/the-known-error-database-toolkit.html
Problem management - Known Error Record
1 After the investigation is complete and a workaround (or even a
permanent solution) has been found, a Known Error Record must be raised
and placed in the Known Error Database in order to identify and
resolve further similar problems. The main purpose is to restore the
affected service as soon as possible with a minimal impact on the
business.https://store.theartofservice.com/the-known-error-database-toolkit.html
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