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Checklist Problem Record

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3 views4 pages

Checklist Problem Record

Uploaded by

johnlancevillegas
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Checklist Problem Record

Definition: The Problem Record contains all details of a Problem, documenting the history of the
Problem from detection to closure. A 'Problem' is defined as a cause of one or more incidents; the cause is
not usually known at the time a Problem Record is created.

ITIL Process: ITIL Service Operation - Problem Management

Checklist Category: Templates ITIL 2011

Contents
Problem Record - Contents
Unique ID
Date and time of detection
Problem owner
Description of symptoms
Affected users/ business areas
Affected service(s)
Problem priority
Relationships to CIs
Problem category
Links to related Problem Records
Links to related Incident Records
Links to related Known Errors and Workarounds
Links to RFCs/ Change Records
Problem status change history
Activity log
Notes

Problem Record - Contents


A Problem Record typically contains the following information:
Unique ID
(Unique ID of the Problem - usually
allocated automatically by the system)

Date and time of detection

Problem owner

Description of symptoms

Affected users/ business areas

Affected service(s)

Problem priority
Priority, a function of the following
components:

1. Urgency (available time until the


resolution of the Problem) Fig. 1: ITIL Problem Record: Definition and information
2. Impact (damage caused or potential flow.
damage to the business or IT
infrastructure)
3. Priority (for example expressed in codes like "Critical", "High", "Medium", "Low", "Very Low"): The
result from the combination of urgency and impact
(Note: Prioritization of Problems should follow the same rules as the prioritization of Incidents; for further
information, refer to the checklist Incident Prioritization Guideline)

Relationships to CIs
(Relationships to Configuration Items (CIs))

Problem category
Problem category, usually selected from a category-tree according to the following example:

1. Hardware error

1. Server A

1. Component x

1. Symptom a
2. Symptom b
2. Component y
3. …
2. Server B
3. …
2. Software error

1. System A
2. System B
3. …
3. Network error
4. ...
(Note: Problem categories should be harmonized with Incident categories to support matching between
Incidents and Problems)

Links to related Problem Records


(Links to related Problem Records - if there are other outstanding Problems related to this one)

Links to related Incident Records


(Links to related Incident Records - if outstanding Incidents exist, whose solution depends on the solution
of this Problem)

Links to related Known Errors and Workarounds


(Links to Known Errors and Workarounds - if Known Errors and Workarounds related to the Problem
have been identified)

Links to RFCs/ Change Records


(Links to RFCs/ Change Records associated with the solution of the Problem)

Problem status change history

1. Date and time


2. Person in charge
3. Reason for status change
4. New Problem status

Activity log
Activity log/ Tasks assigned to the Problem: Most service desk systems allow maintaining a simple log of
steps carried out to resolve the Problem. Some systems, however, also provide the means to assign "Tasks"
to Problems. Akin to the Problems they are assigned to, Tasks are typically characterized by properties like
name, description, owner, priority, etc. and contain a status history and activity log of their own.

Notes
Is based on: Checklist 'Problem Record' from the ITIL Process Map (https://en.it-
processmaps.com/products/itil-process-map.html)
By: Stefan Kempter , IT Process Maps.

Definition › Problem Record: Contents › Priority › Category

Retrieved from "https://wiki.en.it-processmaps.com/index.php?


title=Checklist_Problem_Record&oldid=8808"

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This page was last edited on 28 April 2017, at 10:20.

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