Chapter 6
Figure 6.16 provides an evaluation checklist for this functionality.
Figure 6.16: A tool evaluation checklist for the knowledge base functionality.
Problem Tracking
Any change, as I've said, represents a potential problem, no matter how carefully the change is
researched and reviewed before being implemented. When problems do occur, a problem-
tracking system is necessary to document the details of the problem, document the resolution,
and eventually (ideally) become a part of your growing knowledge base. Problem tracking is
often handled by the same ticket-tracking system that you use for change requests--the theory
being that a network problem is just a really, really important request that needs to be taken care
of immediately. That said, your ticket-tracking system needs to offer additional features if it is to
accommodate problem tracking as well as change-request tracking.
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Summary :
When problems do occur, a problem- tracking system is necessary to document the details of the problem, document the resolution, and eventually (ideally) become a part of your growing knowledge base.
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problem,tracking,change,system,needs,said,knowledge,ealuation,really,figure,document,base,tickettracking