In any organization’s IT infrastructure, the heart of problem management lies in adept information management. It stands as a fortress guarding the meticulous details and data necessary for efficient problem management. But what are the pillars that hold this fortress strong? Let’s unfold the secrets of the Configuration Management System (CMS) and the Known Error Database (KEDB), the two central sources that provide vital information, supporting both IT professionals and business stakeholders in navigating the intricate world of IT problem management.

Configuration Management System: The Detail Detective

Imagine having a diary that holds all the intricate details about your surroundings and the relationships between different elements. The CMS is precisely that for an IT infrastructure. It not only details all components but also outlines how they relate to each other, offering a rich source of data that assists in diagnosing problems and evaluating their potential impact.

Moreover, CMS tracks previous activities, becoming a treasure trove of historical data. This feature is particularly valuable in proactive problem management, where identifying trends and potential weaknesses early on can prevent future disruptions, fostering a resilient and agile IT environment.

Known Error Database: Your Go-To Problem Solver

Picture a wise elder, one who has seen common problems recur and has gathered solutions over time. The KEDB serves a similar function, acting as a repository for previous incidents and problems along with the strategies that resolved them.

The database meticulously documents exact fault details and symptoms, offering precise workaround or resolution actions. This efficiency ensures that when similar issues recur, diagnosis and resolution are expedited, saving precious time and resources.

However, there is a discernment in its operation. Not all problems warrant a permanent solution; if the disruption is minor and the cost of fixing it overshadows the benefit, the decision might be to tolerate the issue while having a quick workaround at hand. Here, the KEDB stands tall, assisting in swift diagnoses and helping to implement workarounds promptly.

Accessibility and Efficiency

To fully harness the KEDB’s potential, it is vital that data retrieval from the database is quick and precise. This demands a problem manager adept in the database’s search methods and algorithms, ensuring correct inclusion of search key criteria when adding new records.

Preventing Duplication

A crucial aspect of maintaining the KEDB is avoiding record duplication, which could create confusion. Entrusting a single problem manager with the task of entering new records and vetting proposed entries from other support groups ensures accuracy and uniformity in data storage.

In larger organizations, having a centralized KEDB manager can circumvent the issue of record duplication, thereby ensuring streamlined operations and data integrity.

Training and Adaptability

To optimally leverage the KEDB’s offerings, support staff should be well-acquainted with its value and usage. It facilitates quicker resolution processes during incident and problem diagnosis phases, embodying an invaluable resource that enhances the IT problem management landscape.

Integration into the Larger Framework

The KEDB is integrated into the CMS, forming a part of the larger Service Knowledge Management System (SKMS), which also encompasses aspects like supplier and contract management information systems (SCMIS).


For those immersed in the IT sphere and those navigating it from a business standpoint, understanding the pivotal role of information management in problem resolution is imperative. With the CMS and KEDB at the helm, organizations can foster an environment where proactive problem management is not just a goal but a reality, ensuring smoother operations and heightened efficiency in IT service delivery.

References: ITIL Service Operation, 2011 edition, ISBN 9780113313075