Known Error Database (KEDB)
Updated at: 24 January 2025
KEDB is a database containing all known issues affecting customers and their IT environment. It describes the conditions under which these problems arise, how to identify them and how to fix them.
Why you need a database of known issues
Using a KEDB can provide a number of benefits to improve the problem management process, including reducing the impact and frequency of incidents caused by known bugs and improving communication and collaboration between problem management and other ITSM processes.
In addition, KEDB can support the analysis and prioritization of known errors by providing data and metrics on their status and effectiveness, and facilitate continuous improvement of IT services by identifying and addressing root causes.
## Workaround (alternative) and permanent (reliable) solution
The KEDB provides two types of solutions: a workaround (alternative solution) and a permanent (reliable) solution.
A workaround refers to anything that can reduce or eliminate the effects of an incident or problem for which there is not yet a permanent solution.
A permanent solution, on the other hand, aims to eliminate the problem completely and reliably, ensuring the long-term stability of the system.
## Benefits of utilization
IT teams are developing KEDB because it offers many benefits to both users and the team directly.
### Benefits of KEDB for users
- **Reduced downtime**: if an incident has already been reported, the user does not have to wait long for a response from the helpdesk, as a solution to the problem most likely already exists. This minimizes downtime during the user experience.
- **Ensuring continuity of service**: if the incident happens again, the user will already know the solution, so there is no need to contact support again.
- **Eliminates the need to troubleshoot problems on their own: **if a solution already exists, the user does not need to troubleshoot the problem on their own - just contact IT.
### Benefits of KEDB for IT
- **Quicker response to user requests**: the helpdesk probably already has a solution in place to help resolve the incident quickly.
- **Tracking occurrence and severity**: allows the helpdesk to track how often and to what extent a problem occurs so that a long-term solution can be found later.
- **Ensuring safety**: when the help desk can offer a safe and proven way to resolve an issue, users will not troubleshoot on their own.
- **Task prioritization: **KEDB can integrate into a universal problem management database and assist the IT department in identifying and prioritizing problems so that resources can be allocated later in finding sustainable solutions.
## Replenishing the backlog from issues
[![Иллюстрация пополнения бэклога из проблем]()]()
The image depicts the "Backlog Replenishment from Issues" process, demonstrating a key step in the interaction between support and product teams in the context of product management.
Using the SimpleOne SDLC and ITSM platform as an example, it shows how issues identified by the support team are transformed into tasks and defects, which are then prioritized and assigned to product team projects.
While working on tasks, the support team updates the Known Error Database (KEDB) to improve support quality and provide users with up-to-date information on the status of their requests. Learn more in SimpleOne's webinar and article, "SDLC and ITSM: A Process for Continuous Product Improvement."
This process not only facilitates effective technical debt management, but also improves coordination and collaboration between key IT project participants.