ITIL®
The IT Infrastructure Library® (ITIL®) encompasses the following six areas:
- Problem Management
- Incident Management
- Change Management
- Configuration Management
- Service Level Management
- Release Management
To gain a further understanding of ITIL, download a Giva ITIL whitepaper.
Giva eKnowledgeManager specifically addresses Problem Management.
Problem Management
Problem Management helps ensure the stability of IT infrastructure and IT services. It requires maintaining a database of Problems and Known Errors. A Problem is an unknown, underlying cause of one or more Incidents representing Configuration Item(s) (e.g. Software, Hardware, documentation, etc.). Once the Configuration Item and the underlying cause is known, then a Problem becomes a Known Error.
The Giva knowledge management software maintains a centralized database of Problems and Known Errors, streamlining creation, categorization, and retrieval of this information.
Giva eKnowledgeManager helps you capture Problems and Known Errors as they are created, so that you can distribute and share the information with the right individuals at a later date. By tracking Known Errors, it helps the Change and Release processes correct the errors, improve the IT infrastructure, and eliminate further Incidents.
