Page 361 - ITIL® Foundation 3.15

Known Errors and Workarounds - Building a Knowledge-base
Workarounds and known errors are recorded in the Known-error Database. Problem management is responsible for validating
workarounds to ensure they are as
appropriate as possible, and also
responsible for recording them in
the database. The idea is that if
problem management cannot stop
a particular incident, they will
provide validation of a workaround
to ensure that incident
management is responding as fast
as possible to restore service. Faster restoration equals less downtime.
Known Error Record
• Known Errors are recorded in the Known Error Workarounds
Check your knowledge of terms
Database (KEDB)
• For use in future diagnosis
• When a workaround is identified
• As soon as enough information is known to
be useful
• A temporary way of overcoming the difficulties until a permanent resolution can be found.
• Used to restore service faster than root cause removal
• Details always recorded in incident or problem record!
• May be logged in Known Error Database
Copyright © 2018. Knowledge ToolWorks. All Rights Reserved.