To investigate the root causes of (recurring) incidents in order to avoid future recurrence of incidents by resolving the underlying problem, or to ensure workarounds / temporary fixes are available

• Define a standardized and repeatable way to record problems, known errors and related workarounds, and set up an initial known error database (KEDB).
• Set up a tool (e.g. ticket / workflow tool) supporting the recording and handling (including classification, prioritization, escalation, closure) of identified problems

• Statistics on incidents and service requests (for trend analysis)
• Incident and service request records
• Other relevant sources of information to identify (new) problems, including change and release records
• Configuration information (CMDB)

• Perform regular incident trend analysis to identify (new) problems
• Manage problems
  
  • Identify and record a problem
  • Classify a problem
  • Prioritize a problem
  • Escalate a problem
  • Resolve a problem
  • Close a problem
• Maintain the KEDB
  
  • Add a known error (and workaround) to the KEDB
  • Update a known error (and workaround) in the KEDB
  • Remove a known error (and workaround) from the KEDB
  • Perform a KEDB review

• Up-to-date KEDB with information (records) on problems, known errors and related workarounds
• Requests for changes raised to trigger the change management process, in order to resolve the underlying root cause(s) of identified problems / known errors