ISO 20000 Known Error Database Excel Template

Introduction

Known error database (KEDB) is a specialized record of problems that have a diagnosed root cause and a known workaround or resolution. The KEDB contains a list of all errors and problems along with their symptoms, causes, and potential solutions. Such a database should be constantly updated as new issues are identified and resolved. For organizations with a modest or even limited IT budget, an Excel-based solution may well be the preferred option for implementing a KEDB. 

Main Benefits of Using a KEDB in IT Operations

Accelerated resolution of incidents: A service desk analyst can access the KEDB and instantly identify if a particular incident has a known resolution. This reduces the overall resolution time and improves the client experience.

1. Effective problem management: A KEDB is the result of proper problem management, which is the key to resolving incidents. First and foremost, it avoids recurring problems by ensuring that if an error is identified and resolved, it will be added to the database for future reference. Thus, the problem management process reduces the number of incidents that are not positively categorized and improves the quality of problem resolution.

2. Reduced downtime: By avoiding recurring problems and accelerating the resolution of incidents, a KEDB helps minimize downtime, which is critical for business continuity and client relations.

3. Improved service desk performance: By eliminating simple incidents and providing clear resolution instructions, the KEDB contributes to agent productivity and service desk performance.

4. Knowledge preservation: KEDB serves as a knowledge management repository, which is vital for preserving the organization’s much-needed know-how. This is especially important when staff members change, and the service desk lacks experienced workers.

5. Opportunity for improvement: With a KEDB, the IT team can see the patterns that reveal why incidents occur. This way, the IT department can optimize its operations and improve the quality of its services.

How a Known Error Database Supports ISO 20000 Compliance?

1. Compliance with ISO 20000 requirements: Problem management is essential for incident management. A KEDB helps achieve the primary objective of problem management – resolving incidents. Thus, the database contributes to the organization’s ability to comply with ISO 20000 standards.

2. Improved IT service management: A KEDB helps achieve excellent service performance and is a vital component of ISO 20000-certified service management. By reducing downtime and improving incident resolution, the database helps achieve the standard’s requirements.

3. Continual improvement: ISO 20000 requires organizations to continually improve their service management system. Having a KEDB is a helpful step toward this goal since the database can be used to optimize the service desk operations.

Why Use Excel for a Known Error Database (KEDB)?

Microsoft Excel is one of the most widely used tools for recordkeeping, and there is nothing wrong with using it for a KEDB. Many businesses utilize it for day-to-day operations, and some may find it easier to use than dedicated ITSM software. Here are some advantages of using Excel for a KEDB:

1. Common software: Microsoft Excel is a software tool that people use frequently, and everyone who has worked in IT knows how to use it.

2. Cost: Using Excel does not involve any additional costs if the organization already has Microsoft Office.

3. Flexibility: Unlike dedicated ITSM software, Excel templates are easy to set up, modify, and customize.

4. Quick setup: An Excel database can be set up in several hours.

5. A proof of concept: Excel may be a good proof of concept for a more significant investment in ITSM software. A database in Excel can help demonstrate the value of such software to the business.

Of course, as the business grows, it may need to invest in more advanced tools for KEDB management.

Key Fields in ISO 20000 Known Error Database Excel

The fields included in a KEDB depend on an organization’s specific needs. However, most companies would benefit from the following fields:

1. Identification and description

• Known error ID: A unique code to identify a known error (e.g. KE001, KE-APP-2023-005).
  
  
• Problem ID (associated): A problem ID that is related to this known error.
  
  
• Incident IDs (associated): A list of incident IDs that are associated with this known error (multiple IDs may be separated by commas).
  
  
• Error title/summary: A brief description of the known error.
  
  
• Description of error: An extended description of the issue, including its symptoms.
  
  
• Root cause: The scientifically proven reason for the error.

2. Action and resolution

• Workaround: Temporary resolution instructions that help restore service quickly.
  
  
• Resolution steps: Detailed resolution instructions that permanently eliminate the error.
  
  
• Status: The status of the known error (e.g., active, resolved, archived, under review).
  
  
• Date identified: The date when the error was identified.
  
  
• Date resolved: The date when the error was resolved.

3. Categorization and impact

• Category: A categorization of the error (e.g., network, server, application error).
  
  
• Service/CI affected: The service or configuration item (CI) that is affected by the error.
  
  
• Impact: The extent of the error’s impact (e.g., high, medium, low).
  
  
• Urgency: The urgency of the error (e.g., high, medium, low).
  
  
• Priority: The priority of the error, based on its impact and urgency.

4. Ownership and review

• Identified by: The person who identified the error.
  
  
• Resolved by: The person who resolved the error.
  
  
• Owner: The person who owns the error and is responsible for its resolution.
  
  
• Last reviewed date: The date when the error was last reviewed.
  
  
• Reviewer: The person who reviewed the error.
  
  
• Notes/comments: Additional information or comments about the error.

You can add additional fields or modify the ones suggested above to fit your organization’s requirements. It may be useful to add drop-down lists for some fields (e.g., status, category, impact, urgency) to ensure consistency.

How to Implement a Known Error Database Excel Template?

Now that you have decided to implement an Excel-based solution, let us discuss how to design a KEDB in Excel.

1. Start with a template: Choose a known error database template and customize it according to your organization’s specific needs. You should make sure to adapt the terminology and general approach so that it aligns with your problem management process.

2. Assign ownership: Assign ownership and responsibilities for the KEDB. It is critical to make sure that all entries are properly reviewed and updated.

3. Integrate with incident and problem management: Integrate the KEDB with incident and problem management processes so that it can be used regularly and consistently. For example, a service desk analyst should refer to the database when an incident occurs to see if there is a known resolution.

4. Train the team: Provide training and raise awareness among the IT team regarding the database and its benefits. You may want to consider offering recurring training sessions to ensure that everyone understands the value of the tool. If possible, you should also identify and recognize team members who actively contribute to and use the database.

5. Conduct regular reviews: Establish a regular review process to ensure that the database is up to date and relevant. This way, you will avoid obsolete information and ensure consistency.

6. Back up the database: Make sure to back up the database on a regular basis. You will also need to store the file in a secure location that only authorized users can access. If possible, make sure multiple people have access to the file so that it can be saved in different locations.

7. Follow best practices: Finally, follow the best practices for KEDB management, which are discussed below.

Conclusion

The pursuit of the ISO 20000 certification is an ongoing process that involves a relentless commitment to the improvement of the quality of services delivered. A KEDB is a powerful tool that can support your problem management and knowledge management capabilities and help your business to realize the benefits of a mature ITSM framework. While a comprehensive ITSM platform comes with a plethora of benefits, an ISO 20000 KEDB Excel template can serve as a valuable starting point. By populating and maintaining your KEDB, you will be able to increase the efficiency and effectiveness of your service desk, which will ultimately lead to better service for your customers.