Known Error Database

Information Technology Infrastructure Library - ICT technical support 1 Primarily as a support to other processes, both in infrastructure management and service management, technical support provides a number of specialist functions: research and evaluation, market intelligence (particularly for design and planning and capacity management), proof of concept and pilot engineering, specialist technical expertise (particularly to operations and problem management), creation of documentation (perhaps for the operational documentation library or known error database)

Information Technology Infrastructure Library - ICT technical support 1 The Known Error Database (KEDB) database contains all known error records. This database is created by problem management and used by incident management and problem management, and as part of service knowledge management systems.

Problem management - Scope 1 In this respect, Problem Management has a strong interface with Knowledge Management, and tools such as the Known Error Database will be used for both

Problem management - Problem investigation and diagnosis 1 *The Known Error Database or KEDB should be accessed and checked in order to find out if the problem has occurred in the past, if so a resolution should be already in place.

Problem management - Known Error Record 1 After the investigation is complete and a workaround (or even a permanent solution) has been found, a Known Error Record must be raised and placed in the Known Error Database in order to identify and resolve further similar problems. The main purpose is to restore the affected service as soon as possible with a minimal impact on the business.

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