Hey there IT enthusiasts!
Have you ever stumbled across an IT issue that felt eerily familiar? That might’ve been a ‘known error’ saying, “Hey, remember me?” But don’t worry! ISO 20000 is here to guide us through these murky waters.
Known Errors: What’s the Big Deal?
Known errors are those pesky IT service problems that have raised their troublesome heads, yet haven’t spilled the beans on their root cause. It’s like knowing you have a flat tire but not knowing why it keeps deflating.
The Incident Management Tango
With the root cause playing hard to get, a workaround is our next best dance move. As part of the incident management process, it’s like a quick tango step to keep things flowing while we search for the main issue.
Documenting Known Errors: Getting Down to the Nitty-Gritty
Whether you’re team spreadsheet or a fancy documentation software user, here’s the scoop on what you should be jotting down:
- Date Identified: When did this error first wave hello?
- Reference Number: An ID for quick reference.
- Error Description: Spill the beans – what’s the issue?
- Last Updated: When did we last check in on this?
- Error’s Owner: Who’s on the case?
- Service Impact: How’s it affecting our services?
- Resolution Actions: Did we provide a workaround? Any progress on pinning down that elusive root cause?
- Related Incident Records: Connect the dots with related incidents.
- Completion Date: Hooray! When did we finally figure it out?
- Status: Is it still ongoing or is it wrapped up?
So, IT aficionados, that’s a wrap on our known errors journey with ISO 20000! Just remember, while these errors might be ‘known’, with the right approach, they won’t be ‘persistent’. Keep rocking the IT world, and may your services always be error-free!
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