Known Error sub-process

Submitted by aroos on Wed, 2008-10-22 07:44
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There are two references to Known error sub-process in the SO book.
For example Chapter 4 states:
Problem Management involves root-cause analysis ... and a Known Error sub-process to allow quicker diagnosis and resolution if
further incidents do occur.

In the Problem Management Process there is no reference to this sub-process and I cannot find the description anywhere.

CA has published a ITIL-at-a-Glance Process Map of V3 http://www.ca.com/us/products/collateral.aspx?cid=165786 and I noticed that the process map has an Error Control activity. I tried to find it from V3 but it does not exist. The I found this KE sub-process but no description. According to V3 solved problem records must be left open if you do not have resources to fix them (4.4.5.8)

Published in The Skeptical Informer, December 2008, Volume 2, No. 11


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