Run: operations and support · ITIL 4 · Engage · Deliver & support
Problems and known errors
Recurring incidents get a cause, a known error with a workaround and a permanent fix through a change.
ITIL 4 practice · Problem management
What it does
- Problems from recurring incidents, major incident reviews or post-change reviews
- Root-cause analysis, workaround and a known error record
- Incident resolvers see the known error and its workaround
- A permanent fix through a change, closure only after verification
Measurable benefits
- Recurring incidentsnumber of incidents on the same item, and how it falls after the fix
- Known errors with a workaroundnumber of known errors resolvers see on new incidents
- Causes fixedshare of problems closed by a successful, verified change
The application calculates these indicators from your own data, so you can prove the improvement with numbers from the first month.
Details in the documentation →Related article: What breaks if this goes down? Impact before the outage →
More features in this area
Run: operations and support
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