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ITIL Incidents when a Defect is Involved

2010-03-26

ITIL Incidents when a Defect is Involved

ITIL does not use the term “defect” but it does use the term “known error” to describe a problem that has a documented root cause and a workaround. A “problem” is the cause of one or more incidents. It is understood that you may not know the cause of a known error or have a workaround initially.

http://www.itsmprofessor.com/2010/03/incidents-when-defect-is-involved.html