Error Control

Preventing incidents and the recurrence of incidents is the responsibility of the Problem Manager by means of establishing and removing Known Errors from the IT environment by using Error control.

It is important to note that Error control covers both the development, testing and live environments. The Error control system is generally fed by two sources; the first comes from real time detection where Problem Management detects and creates a Known error, the second is when a pre-release known error is registered on the Known error database (KEDB) from a development or change activity. Once a change has successfully been implemented to resolve a known error, the relevant Known error record(s) may be closed, together with any associated Incident or Problem records.

Problem Management plays an important role in the ITSM (r) framework by monitoring the continued impact of Known Errors and other Problems on business and user services.