Everything You Need to Know About Known Error Database (KEDB)


Everything You Need to Know About Known Error Database (KEDB)

If your association has ITSM implemented with ITIL, a known error database (KEDB) is a surefire approach to both improve your problem management procedure and engage your IT support groups and clients. To help, this blog contains everything you need to know about KEDB that will up your IT service management (ITSM) game. Yet, here’s a little clarification on what is KEDB. Connect with our experts to learn more about our self-paced data science courses and certifications.

What Is a KEDB?

A KEDB is a database that contains all known errors influencing your clients and IT environment. KEDB portrays the conditions wherein these errors happen, how the issue shows itself and how to determine the error in the present moment through a workaround. A workaround is whatever can lessen or eliminate the effect of an incident or problem for which a perpetual goal isn't yet accessible.

To properly comprehend KEDB and its significance to an IT group and the more extensive clients, we should audit a few ITIL terms.

An incident is an unprecedented interruption in an IT administration.

A problem is the main driver of the incident; it's what caused the incident to occur, however, it might take some effort to recognize the problem after the incident happens.

The differentiation between a problem and an incident is critical – numerous clients may report outages or interferences. However, IT may not have the foggiest idea about the problem, the hidden reason. Here is when KEDB comes into light.

A known error database then tracks the entirety of the known errors inside the IT's purview, which is regularly a whole framework or even association. In a perfect world, the KEDB incorporates:

  • Explanation of when/how the issue will show up, including a depiction of the incident from the client's perspective
  • Text of error messages
  • Screenshots of the incident(s) and problem
  • Workarounds (transitory solutions) that help the client handle the problem
  • The resolution, if the problem and incident have happened and recently been tackled

For What Reason Is KEDB Required?

Getting back to the email problem, we can say that the basic service was in a hung mode in the wake of running a few diagnostics and undertaking a few tests. In the wake of finding the problem, the resolution may have been quicker where the service was halted and restarted. The email service was down while the diagnostics and resolution were being applied; this could result in penalties forced by clients. Along these lines, if the email resolution bombs once more, the tech group will allude to the past blackout in the KEDB having the option to begin finding the resolution that caused the issue last time.

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Workaround and Permanent Solution

There are few ways for reestablishing administration outages. The best one is a perpetual arrangement, which involves a fix that ensures zero outages. The most widely recognized sort is the workaround that searches for a substitute arrangement. This subsequent way is usually followed for executing one more solution sometime in the near future. Restarting the service is a workaround in the email service outage. However, this is most likely to occur later on, and the technical support group realizes that this will just tackle the problem for the incident.

Here are a few aspects of KEDB.

Now knowing what Known Error Database actually is, we should see how and when it gets recorded, used and kept up.

  1. On the off chance that an incident is settled utilizing brief methods, a known error is made with the incident rundown, depiction, indications and all the means engaged with fathoming it.
  2. In the event that an incident shows up, the help group alludes to the KEDB first to check if a workaround exists in the database.
  3. There is a third chance where a permanent answer for a known error is recognized and actualized: The incident should never happen in the future.

Since we are clear concerning what known errors are, we should investigate five reasons why presenting a KEDB will support your association.

1. Faster Incident Resolution

With a KEDB, your IT administration desk related specialists can resolve incident speedier. Why? Since when another incident is accounted for, they can counsel the KEDB to check whether there is now a accessible fix.

This spares them from having to exclusively investigate each incident that arises. Also, if the incident is important for an all-around recorded known error, the specialist can quickly apply the fix. They can likewise prompt the influenced end client that this is a known issue and individuals are attempting to determine it. This will likewise give your clients significant serenity, realizing that the problem will (ideally) soon disappear (especially if they've encountered it freqently).

2. Convey Consistent Support

Having a KEDB for your administration desk related specialists to check implies that every last one of them will have the option to offer a similar degree of IT support. What's more, since taking a shot at the IT administration desk related is sometimes a section level job, you're almost certain to have specialists with different degrees of information and expertise. Here, a KEDB implies that your fresher staff individuals can offer a similar degree of help for such incidents on the grounds that the fixes are reported for them to follow.

Conflicting help from the IT administration desk related can be a major factor in low customer satisfaction scores, so it pays to discover approaches to handle it.

3. It's Easier To Monitor And Prioritize Issues

When you have a KEDB, you can connect every incident that comes into the desk related identified with the known error. This implies that you're ready to screen the range of the problem which can assist you with organizing which problems should be fixed first. For example, those that have a high number of incidents connected, and consequently sway, can be submitted for fixes sooner than those making several calls to the desk.

4. Incident Ticket Prevention

Sometimes workarounds accommodating a known error is anything but difficult to apply and end clients can activity it themselves. When this occurs, you can tell your clients that your IT groups are chipping away at the issue, yet, should they experience the problem, they can fix it themselves to forestall any disturbance.

When your IT groups are dealing with the fix, you won't have to stress over following the effect of the problem, so it's smarter to keep these calls from coming in any case at whatever point conceivable.

5. Make Happy Customers (And Agents)

Since you're offering steady help, applying handy solutions to revealed incidents and engaging end clients by allowing them the chance to fix their own issues, you're probably going to see enhancements in your CSAT score.

Alongside more joyful clients, your representatives will be more joyful too on the grounds that a KEDB can make their life so much simpler. They don't need to investigate similar incidents again and again. They can also give a degree of help that causes them to feel great, since they realize they're assisting with conveying an extraordinary IT support administration.

The KEDB Implementation

In fact, when we talk about the KEDB, we are truly discussing the Problem Management database instead of a totally discrete store of information. In fact, a good implementation would have it arranged that way.

There is balanced planning between Known Error and Problem, so it bodes well that your standard data representation of a Problem (with its number, task information, work notes, and so on) additionally holds the information you require for the KEDB.

It isn't erroneous to execute this in an alternate manner—putting away the Problems and Known Errors in separate areas. However, our own inclination is to keep everything together.

Known Error and Workaround are the two coins of a Problem.

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Is the KEDB and Knowledge Base the Same?

This is a typical question. There are a ton of similarities between Known Errors and Knowledge base.

We would contend that even though your implementation of the KEDB may store its information in the Knowledgebase, they are isolated elements.

Consider the lifecycle of a Problem and along these lines the Known Error which is, all things considered, only quality of that Problem record.

The Problem should be shut when it has been taken out from the framework and can presently not influence clients or be the reason for Incidents. At this stage, we could resign the Known Error and Workaround as they are not currently helpful—in spite of the fact that we would need to save them for revealing, so maybe we wouldn't erase them.

Knowledgebase articles have more lasting use. In spite of the fact that they also may be resigned, in the event that they allude to an application due to be decommissioned, they don't have the equivalent lifecycle as a Known Error record.

Knowledge articles allude to how frameworks should function or give preparation to clients of the framework. Known Errors report conditions that are unforeseen.

There is an advantage in utilizing the Knowledgebase as a storehouse for Known Error articles notwithstanding. Providing Incident owners a solitary spot to look for both Knowledge and Known Errors is a decent element of your implementation. Normally your Knowledge tools will have pleasant writing, connecting and remarking capacities.

Imagine a scenario in which there is no Workaround.

In some cases, there just won't be an appropriate Workaround to give to clients.

Here, we would utilize a case of a power outage to give a basic delineation. With power disturbed to an area, you could envision that there would be an interruption to administrations with no simple workaround.

It is maybe a languid model, as it doesn't take into consideration numerous subtleties. Having power is typically a binary state—you either have it or not.

A superior and more effective model can be found in the cloud. As associations exploit the resource charging model of the cloud, they likewise redistribute control.

If you depend on a Cloud SaaS supplier for your email and they endure an outage, you can envision that your Service desk will take a ton of calls. Anyway, there probably won't be a Workaround you can offer until your supplier reestablishes service.

Initially to help in partner new Incidents to the Problem (utilizing the Known Error as a hunt key) and to stop engineers from sitting around idly in looking for an answer that doesn't exist.

You could likewise keep away from engineers attempting to actualize possibly harming workarounds by distributing the way that the right move to make is to hang tight for the main driver of the Problem to be settled.

Ultimately, with plenty of Problems in our framework, we may battle to organize our backlog. Having the Known Error distributed to help direct new Incidents to the correct Problem will bring the advantage of having the option to organize your most effective issues.

A User Known Error Profile

With a populated KEDB, we presently have a decent comprehension of the potential reasons for Incidents inside our framework.

Not all Known Errors will influence all clients. An organization switch disappointment in one branch office would be extremely effective for the local clients yet not for clients in another area.

In the event that we comprehend our user’s environment through frameworks, such as the Resource Management processes or Configuration Management System, we ought to have the option to decide a user exposure to Known Errors.

We hope this detailed blog answered all your questions about KEDB. Want to become an IT support professional? Enroll in our ITIL Foundation certification training to make your mark.

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