The key to progress lies in climbing the stairs step by step, instead of a single jump skyward. Approaching slowly and carefully expects knowledge to be stored, utilized and enhanced. In Information Technology Infrastructure Library one such tool that enables associations to make this progress is the Known Error Database.
What is a Known Error Database Tool?
A known error database is a database that portrays the majority of the known issues inside the general frameworks. It depicts the circumstances in which these issues show up, and when conceivable, it offers a workaround that will get the client around the issue and back to profitable work. The configuration management system is part of known error database.
This database also turns out to be a part of the general Problem Management Database, where IT can go to distinguish and organize issues that need perpetual resolutions. Workarounds are just impermanent fixes with the goal that work can precede until the point when issues are definitely settled.
The ITIL known error database must incorporate screenshots of the issues, and additionally the content of error messages, and portrays the issue from the perspective of the client.
Advantages of a Known Error Database
IT groups inside undertakings build up a known error database format as it offers many advantages, both to clients and straightforwardly to the IT teams.
Repeatable Workarounds – Without a decent framework for producing brilliant Known Errors and Workarounds we may locate that diverse engineers settle a similar issue in different ways. Inventiveness in IT is completely something worth being thankful for, yet repeatable procedures are presumably better. Two clients reaching the Servicedesk for a similar issue wouldn’t expect a difference in the speed or nature of determination. The known error database software is a strategy for bringing repeatable procedures into your condition.
Stay away from unnecessary exchange of Incidents – A powerless point in the Incident Management process is the exchange of ownership between groups. This is where a client issue goes to the base of another person line of work. Frequently with insufficient detailed setting or foundation data. Empowering the Servicedesk to determine errors themselves prevents exchange of possession for issues that are already known.
Quicker rebuilding of service to the client – The client has lost access to a service because of a condition that we definitely think about and have seen some time recently. The most ideal experience that the client could seek after is a moment rebuilding of administration or an impermanent determination. Having a decent Known Error which makes the Problem simple to discover as well implies that the Workaround must be speedier to find. The greater part of the time required to legitimately understand the underlying driver of the clients issue can be evacuated by permitting the Servicedesk build snappy access to the Workaround.
Keep away from Re-work – Without a known error database fields we may find that developers are frequently investing time and vitality attempting to discover a determination for a similar issue. This would be likely in dispersed groups working from various workplaces, yet I’ve additionally observed it normally happen inside a single group. Have you ever inquired an engineer if they know the answer for a clients issue to be told “Yes, I settled this for another person a week ago?” Would you have preferred to have discovered that data in a less demanding way?
Thus tracking and implementing a known error database empowers the IT group to work all the more proficiently, while enhancing the fulfillment of clients.