IT Problem Management

8.2. Knowledge Capture Process

The knowledge capture process has four subprocesses, shown in Figure 8-2. They are initiation, knowledge capture, review and approval, and release. The knowledge capture process is most often initiated from within the problem management process. It is initiated when a previously undocumented problem or symptom is encountered during the support delivery process. The process is also initiated when the internal testing or quality assurance (QA) group identify problems. These groups can initiate the process before something developed internally is released into the customer environment or when something new is discovered after release into the environment. In either case, the process should be initiated so the information ...