The Known Error Database Toolkit

The Known Error Database ToolkitThis toolkit provides a wide variety of resources to boost your understanding and ability to manage Known Error Database in your organization with 19 ready-to-use resources.
This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Known Error Database by offering easy to use templates, blueprints, and documents that can be adapted to your organization’s requirements.
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Put together by The Art of Service’s industry experts and providing ready to use documents, this valuable kit takes the reader beyond the theoretical to focus on the real benefits and deliverables of Known Error Database and how to apply them successfully within an organization.
This innovative set of documents and ready-to-use templates will provide you with a head start for both learning and applying of a Known Error Database approach that meets today’s standards. It is tailor-fit for professionals who don’t have the time or resources at hand to develop the required templates and structure for implementation or management.
The Complete Known Error Database Toolkit Includes the following 19 resources:
1.File: 10 Incident Management Policy.doc – Summary: To empower you in the creation process, this document provides some background information regarding the subject area, including considerations to be addressed within the policy itself; however, this is your policy and should reflect the goals, objectives, and guiding principles of your organization. Wordcount: 2374
2.File: 14 Known Error Template.doc – Summary: Known Errors can first be identified as incidents which have been handled over to Problem Management because the root cause is unknown or the impact is significant to render investigation. Wordcount: 1062
3.File: 02 Service Desk-Knowledge Management.doc – Summary: Understanding that the end user has called in several incidents with the same symptoms and steps to resolution provides the Service Desk Analyst a clue that some other cause must be addressed, which may be out of scope for incident management but not for problem management. Wordcount: 1655
4.File: 02 Service Desk-Process.doc – Summary: For instance, if the Service Desk is required to provide the customer or end user with status on their existing incident/request and the record has been escalated to n-line support, updates from the technician are required. Wordcount: 2933
5.File: 00 Service Desk-Introduction.docx – Summary: Ability to match end user’s concern/request with similar/past concerns/requests � For incident/problems, the tool is commonly called a Known Error Database and will allow the Service Desk analyst to search symptoms to identify pre-defined workarounds and resolutions to address the end users concerns. Wordcount: 2384
6.File: 03 Process Mapping.docx – Summary: Analysis can be done on individual incidents over a time period and provide more detail, but for understanding how Value Add charts can be used effectively, collapsing incidents into meaningful categories is helpful: this allows us to delineate between hardware-based incidents and other type of incidents. Wordcount: 5975
7.File: Fact Sheet Glossary.doc – Summary: Maintainability: A measure of how quickly and effectively a CI or IT service can be restored to normal after a failure. Wordcount: 409
8.File: Service Transition Fact Sheet.doc – Summary: The Objective of the Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of Change-related Incidents upon service quality, and consequently to improve the day-to-day operations of the organization. Wordcount: 3326
9.File: factsheets in progress.doc – Summary: As soon as the diagnosis is complete, and particularly where a workaround has been found (even though it may not be a permanent resolution), a Known Error Record must be raised and placed in the KEDB �so if further incidents or problems arise, they can be identified and the service restored more quickly. Wordcount: 15687
10.File: ITSM Tool Requirements Document.doc – Summary: The knowledge management database should be able to be updated with work around and solution information that has been captured in the Incident and Problem records. Wordcount: 9177
11.File: ISO IEC 20000 Presentation.ppt – Summary: An integrated known error database should be used to store details of previous incidents/problems and their resolutions – so that any recurrences can be more quickly diagnosed and fixed.�Wordcount: 2671
12.File: 02 Help Desk-Knowledge Management.doc – Summary: Understanding that the end user has called in several incidents with the same symptoms and steps to resolution provides the Help Desk Analyst a clue that some other cause must be addressed, which may be out of scope for incident management but not for problem management. Wordcount: 1655
13.File: 02 Help Desk-Process.doc – Summary: The intent of investigation and diagnosis at the Help Desk as a practice is obtaining enough information about the situation to determine the cause of the incident and make a determination if the incident can be resolved at the Help Desk or should be escalated to an n-line support team. Wordcount: 2927
14.File: 00 Help Desk-Introduction.doc – Summary: Ability to resolve incidents or fulfill requests � From remote access to systems to password reset tools, the ability of the Help Desk to address the end users’ concerns/requests are often dependent on the Help Desk’s access to useful monitoring and management tools within the service environment. Wordcount: 2384
15.File: Service_Operation_Capability_Assessment_Questionnaire.docx – Summary: The assessment is based on the generic capability levels defined by the Capability Maturity Model Integrated (CMMI) framework, which recognises that there are a number of characteristics which need to be in place for effective process management. Wordcount: 6952
16.File: 02-1 Knowledge Discovery Development Process.doc – Summary: After understanding where the knowledge is located, who wants it and who has it and current modes of sharing, the next step in developing an organization’s capabilities in knowledge discovery is to provide the necessary tools, which can range from storing knowledge, locating knowledge, or simply monitoring transfer of knowledge. Wordcount: 5411
17.File: Measurement of Service Design.doc – Summary: The root cause of the incident would be a better definition for a defect; however, in the incident management process, an incident which is not resolved by the Service Desk when a sufficient resolution is found in the Known Error Database would be considered a defect of the process. Wordcount: 617
18.File: Service Acceptance Criteria.doc – Summary: Have all concerned parties agreed to final acceptance criteria which justify the �go-live’ date and the end of the guarantee period. Wordcount: 776
19.File: 01 Roles and Responsibilities Development Process.doc – Summary: Communication of roles and responsibilities should be made whenever a person or group discovers they must participate in or interact with a service management process: at this point, they must identify what role they are fulfilling and determine if they have the access and capabilities to perform as expected by the process. Wordcount: 7020
This toolkit includes a variety of electronic documents that provide a head start for the implementation, management, education and awareness for Known Error Database.
The kit is designed for those who need or are looking for awareness or skills, but simply don’t have time to develop the necessary templates and structure for the implementation.
The kit serves to act as a starting point. It will give you a clear path to travel. It is designed to be a valuable source of information and activities.
The Known Error Database toolkit:
1. Contains 19 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Known Error Database
2. Is scalable to any size and type of project or organization
3. Provides blueprints, templates and documents – ready to download and apply
4. Saves you time and budget
Buy with confidence, the Known Error Database toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $106.08 Get it now for just $63.65 ! Save $42.43 (40%)
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