Category: Problem Management

Known Error Record Template | ITIL Problem Management

Known Error Record Known error is an error that is known to the IT infrastructure and that has occurred before, and one that has a discovered solution (which is a work around but not a permanent fix). All known errors are stored in a database called Known error database (KEDB). Download This Template Any record […]

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ITIL Problem Management

Problem management is the standardized process for managing problems and known errors by identifying the root cause of the issue, discovering a work around and permanent fix. Download This Template Problem management will be performed at two stages: proactive problem management reactive problem management Proactive problem management identifies, analyzes, and develops a resolution plan for […]

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MOM Template for ITIL Problem Review

ITIL MOM for Major Problems Review After multiple incidents were reported to the service desk and a problem was recognized, the ITIL methodology recommends to convene a MOM meeting in order to review the problem and make recommendations on how to resolve it. During the ITIL MOM meeting similar problems which occurred in the past […]

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MoM Change Advisory Board Template

What is Change Advisory Board in ITIL? The ITIL methodology aims at performing any and all changes according to a set of processes and methodologies, and the ITIL CAB (Change Advisory Board) board goal is to facilitate the changes by assessing the change requests and prioritizing the approved ones. Download This Template   Change Advisory Board […]

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Problem Record Template

What is a Problem Record? Problem record template records a separate problem which the service desk encountered, and lists the detailed information related to it. The structure of the template is similar to a problem management flowchart, where the left side contains all of the information gathered regarding the problem and the right side presents […]

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Major Problem Report Template

Incident vs Problem Many organizations struggle to differ between problems and incidents, and the ITIL methodology aims at clarifying the difference between the two Incident vs Problem: A problem refers to the unknown cause of one or more incidents. To use a simple analogy: If a problem is like a disease, then the incidents are […]

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Major Problem Catalogue Template

ITIL Problem Management – Catalogue Template Those who don’t learn from their mistakes are destined to repeat them: All organizations aim at learning from their mistakes, and hope to refrain from repeating them. The ITIL problem management template catalogues all of the problems which the service desk encountered over the years, and records the following […]

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