Task: Search for Workarounds and Fixes

Relationships

Roles	Primary Performer: Incident Analyst	Additional Performers:
Inputs	Mandatory: Incident Problems and Known Errors	Optional: Change Information Configuration Information Event Incident Information Operational Documentation Operational Monitoring Data Problem Information
Outputs	Incident Workaround/ Fix

Main Description

Search knowledge bases to find workarounds or fixes that may resolve this incident, including known errors (including manufacturer/supplier provided details) and matching or previous incidents.

Validate entitlement to the workaround or fix (based on controls and policies).

More Information

Tool Mentors	OMEGAMON - Investigate and Diagnose Incident ITM - Investigate and Diagnose Incident TEC - Investigate and Diagnose Incident CAM RTT - Investigate and Diagnose Incident ITSRM – Incident Management CAM SOA - Event Management and Incident Management TNO - Investigate and Diagnose Incident