Problem Management basic concepts

is part of

Problem Management Process The Process responsible for managing the Lifecycle of all Problems

lists

Problem a cause of one or more Incidents; The cause is not usually known at the time a Problem Record is created, and the Problem Management Process is responsible for further investigation.

Known Error A Problem that has a documented Root Cause and a Workaround.

Known Errors are created and managed throughout their Lifecycle by Problem Management. Known Errors may also be identified by Development or Suppliers.

Workaround reducing or eliminating the Impact of an Incident or Problem for which a full Resolution is not yet available;

Workarounds for Problems are documented in Known Error Records. Workarounds for Incidents that do not have associated Problem Records are documented in the Incident ...

Problem Models Many problems will be unique and will require handling in an individual way – but it is conceivable that some incidents may recur because of dormant or underlying problems.

Known Error Database A database containing all Known Error Records

Source: Service Operation (OGC)

• 4.4 Problem Management