A known error is a condition recognized by successful diagnosis of the root cause of a problem, and the subsequent development of a Work-around.
Where an incident is considered to be serious in nature, or multiple occurrences of similar incidents are observed , a problem record might be created as a result. The management of a problem varies from the process of managing an incident and is typically performed by different staff and therefore is controlled by the Problem Management process. When a problem has been properly identified and a work-around is known, the problem becomes a 'known problem'. When its 'root cause' has been identified, it becomes a 'known error'. Finally, a request for change (RFC) may be raised to modify the system by resolving the known error. This process is covered by the Change Management process.
Each correct answer represents a complete solution. Choose all that apply.
The Problem Management Process is intended to reduce the number and severity of incidents and problems of the business, and report it in documentation to be available for the first-line and second line of the help desk. The proactive process identifies and resolves problems before incidents occur. These activities are as follows:
A problem is a set of incidents that have been linked together in a customer report.
The correct sequence in the incident management process in the service operation core guidance is identification, logging, categorization, prioritization, initial diagnosis, escalation, investigation and diagnosis, resolution and recovery, closure.
Permanent solutions: Problem Management provides the permanent solution by gradually reducing the number and impact of problems and the known errors.