{"id":178,"date":"2014-03-29T16:51:22","date_gmt":"2014-03-29T16:51:22","guid":{"rendered":"http:\/\/itiltopia.com\/?p=178"},"modified":"2014-03-30T18:09:32","modified_gmt":"2014-03-30T18:09:32","slug":"definition-of-a-known-error","status":"publish","type":"post","link":"http:\/\/itiltopia.com\/?p=178","title":{"rendered":"Definition of a Known Error"},"content":{"rendered":"<div class=\"source\">From the <a href=\"http:\/\/www.itilcommunity.com\/modules.php?name=Forums&amp;file=viewtopic&amp;t=3098&amp;highlight\">ITIL Community Forum<\/a><\/div>\n<div class=\"question\">\n<p><span class=\"label\">Q:<\/span><\/p>\n<p>I have a Problem.<br \/>\nI found the Root-Cause but no Workaround yet and no permanent solution.<\/p>\n<p>Can I still consider it a Known-Error?<\/p>\n<\/div>\n<div class=\"answer\">\n<p><span class=\"label\">A:<\/span><\/p>\n<p>For an ITIL purist, the three elements that are required to be identified for a Problem to be changed to a Known Error are:<\/p>\n<ul>\n<li>Root Cause<\/li>\n<li>CI at Fault<\/li>\n<li>Workaround<\/li>\n<\/ul>\n<p>When I was training the Support and Restore Practitioner course, we would get into lengthy discussions about why all three of these elements are required for the Problem to be turned into a Known Error. The requirement for Root Cause and CI at fault is pretty easy to defend, but the case that a Workaround must be identified is not as easily made.<\/p>\n<p>In my mind there is always the ultimate Workaround for just about any IT issue. It&#8217;s called paper.<\/p>\n<p>In most cases where the technology at fault cannot be bypassed, there should be a manual way of achieving the business process without reliance on technology. There are some obvious areas where the business stops being able to perform up to a required level without technology, but the business needs to understand the risk to which they are exposing themself to in those situations.<\/p>\n<p>All this being said, ITIL is a framework, not a set of rules to live and die by. If you would like to submit a RFC even though it is still a Problem, the world will not end. If you would like to say that this is a Know Error with the Workaround of &#8220;It&#8217;s broke, don&#8217;t use it&#8221;, the ITIL police won&#8217;t come knocking at your door.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>From the ITIL Community Forum Q: I have a Problem. I found the Root-Cause but no Workaround yet and no permanent solution. Can I still consider it a Known-Error? A: For an ITIL purist, the three elements that are required to be identified for a Problem to be changed to a Known Error are: Root &hellip;<br \/><a href=\"http:\/\/itiltopia.com\/?p=178\">Read more <span class=\"meta-nav\">&rarr;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"spay_email":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false},"categories":[7],"tags":[],"jetpack_featured_media_url":"","jetpack_publicize_connections":[],"_links":{"self":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/178"}],"collection":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=178"}],"version-history":[{"count":8,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/178\/revisions"}],"predecessor-version":[{"id":331,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/178\/revisions\/331"}],"wp:attachment":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=178"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=178"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=178"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}