Over at The ITSM Review I've been talking about the Known Error Database in the context of both Problem and Incident Management.
The Known Error Database is a repository of information that describes all of the conditions in your IT systems that might result in an incident for your customers and users.
As users report issues support engineers would follow the normal steps in the Incident Management process. Logging, Categorisation, Prioritisation. Soon after that they should be on the hunt for a resolution for the user.
This is where the KEDB steps in.
The engineer would interact with the KEDB in a very similar fashion to any Search engine or Knowledgebase. They search (using the "Known Error" field) and retrieve information to view the "Workaround" field.
Head over to the post to read more.
