Description:
Documents previously identified problem areas or application errors that occur periodically, but have not been corrected due to low priority or inability to duplicate. Associated corrections or “work around” solutions for each are also documented. Enables any support analyst to quickly determine if a current problem has previously occurred and what was done to repair it. This can significantly reduce the amount of time to fix a problem. This information is extremely important when the analyst familiar with these previous problems and what was done to repair them is not available.
Provides understanding of problems that team members should be aware of in order to better prepare to be able to support the system.
Provides information such as:
- Description of the problem
- How notification of the problem occurred
- The steps taken to resolve the problem
- What information or data indicated that the problem was fixed
How is it used?
Enables any support analyst to quickly determine if a current problem has occurred previously and what was done to repair. This can significantly reduce the amount of time to fix a problem. It is extremely important when the analyst who was familiar with previous problems and what was done to repair them is not available.
Why is it important?
(1) Identifies application areas that have had specific problems and what was done to correct the problem.
(2) Provides understanding of problems that team members should be aware of in order to better prepare to be able to support the system.
(3) Provides information such as:
- Description of the problem
- How notification of the problem occurred
- The steps taken to resolve the problem
Why is it important?
1) Enables the support analyst to quickly identify repeating problems and thir solution eliminating wasted or duplicate effort.
2) Provides a step by step, guide to solve repeating problems and what indicates the problem has been solved.
(3) Provides understanding of problems that team members should be aware of in order to better prepare to be able to support the system.
(4) Provides information such as:
- Description of the problem
- How notification of the problem occurred
- The steps taken to resolve the problem
IT Support Services Comments