Guest user Created: Jul 20, 2019 Last commented: Jul 20, 2019

KEDB

ITIL & ISO 20000

I would like to ask some advice or guide how to create a Known Error Database. What it should contain? Do I need to have established process of Problem Management to elaborate the database? What kind of aspects should I consider?

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Branimir Valentic Jul 20, 2019

Answer:
Best option would be to integrate Known Error Database (KEDB) as part of the ITSM (IT Service Management) tool. In such way, you'll have automation in place meaning that you will integrate KEDB with Incident Management and Problem Management. both of the processes use KEDB to enter Known Errors or use KEDB to resolve incidents i.e. problems.

Here is more about Known Errors (records in scope of KEDB) Known Errors – repetitio est mater studiorum? Not in this case. https://advisera.com/20000academy/blog/2014/02/04/known-errors-repetitio-est-mater-studiorum-case/

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Jul 20, 2019

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