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Problem record
ITILThe ITSM record that tracks a problem from identification through root cause, known error and closure. A well-formed problem record has structured cause fields, links to the related incidents and changes, named corrective actions and a closure code. Problem records with only free-text cause notes are the reason problem management reporting is so often unusable.
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Root causeContributing factorTrigger, propagation, failureCausal chainEvidence indexSev1 / Sev2Post-incident reviewBlameless postmortemKnown errorCause codeCAPAMTTIMTTDMTTRTime to RCARCA SLAService creditRFO (Reason for Outage)Change attributionService ownership mapCMDBTopologyTelemetry coverageAbstentionConfidence statementVPC deploymentAir-gappedData egressExpert podReplay bake-offOutcome-based pricingManaged serviceHuman-in-the-loop sign-offITSM