Joined: Mar 12, 2005 Posts: 255 Location: Melbourne, Australia
Posted: Sun Jun 19, 2005 2:11 pm Post subject:
Incident management uses a Known Errors DB, but is not where the information in it comes from.
A known error is an output of Problem Managment, and is usually accompanied by a work-around. Chapter and verse: "A Known error is a condition identified by successful diagnosis of the root cause of a Problem, and the subsequent development of a Work-around."
You could store known errors and work arounds in the cmdb - attached to either specific CIs, classes of CIs, or services. Service Desk should let you do this.
Keep in mind as well the the Known Errors DB is not the same thing as a Knowledge Base: The later are usually required the purchase of third party capability. Because of the complextiy and the value that comes from being able to integrate the interface into other pre-existing knowledgebases, such as Microsofts.
Often what people are actually looking for is kind of a document repository and control DB - the primary objective being to not duplicate effort. In such a case - ensuring that staff working on incidents provide suitably detailed accounts of the resolution activity, attach documents, URLs, etc., used during the resolution, classify the incident accurately, and include a resolution / closure classification - then the incident records themselves can serrve as an adequate knowledge base (in some cases). The main point being that neither a Knowlegde base, nor a Known Errors DB should be addressing gaps in incident recording.
Joined: Oct 06, 2004 Posts: 77 Location: Bloomington, IL
Posted: Sat Jun 25, 2005 5:11 am Post subject:
I agree with rjp...Known Errors are part of Problem Management.
As far as HPSD, you should use the Problem Management module. Views are customizable to you needs to show the information.
However, to turn those KEs into something really usable, we have had to use a third party application for our Knowledge Base. The KB provides workarounds for Known Errors and other reassignment and escalation information.
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