Table 14.1 Error resolution states and metrics


The error resolution process covers all activities linked to the implementation of a sustainable resolution for an error, which, as noted earlier, is the ITIL® definition (‘known error’) for a problem once its cause is known.

This stage could just as easily be called ‘problem resolution’ because the introduction of the additional term ‘error’ seems unnecessary to me.

New problems can come straight to this stage, skipping root cause analysis, if the root cause is already known. Remember that problems still have to be fixed, so this is more effective than assuming that, ...

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