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02.19.2007 at 01:26PM PST, ID: 22399583
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7.2

ITIL Problem Management

Asked by cdmccoy in Probability & Statistics

Everyone,
I have been given a new role not to long ago as the Problem Manager.  This is based on ITIL objective to resolve the underlying Root Cause of incidents.  I have been given this responsibility with no ITIL training.  What I have learned is from the web and Best Practice ITIL introduction books.  Could someone please answer, if a Root Cause is not identified and a workaround is in place, how should I document the Root Cause. i.e Unknown Pending further Investigation.  I am finding that this particular case could take MONTHS.  Basically the developers DO NOT KNOW what caused this problem.  Also, if you could direct me in case studies on RCA that would help.

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[+][-]02.20.2007 at 03:45AM PST, ID: 18569610

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Zone: Probability & Statistics
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Solution Provided By: theKashyap
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[+][-]02.20.2007 at 08:39AM PST, ID: 18571814

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[+][-]02.24.2007 at 07:56AM PST, ID: 18602115

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[+][-]03.01.2007 at 05:28PM PST, ID: 18637559

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[+][-]03.01.2007 at 05:31PM PST, ID: 18637566

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[+][-]05.23.2007 at 06:53PM PDT, ID: 19146332

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