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GCFA · Question #261

Which status is a problem, assigned when its cause has been recognized?

The correct answer is C. Known Error. In ITIL problem management, a Known Error is the specific status assigned to a problem once its root cause has been identified and documented.

Advanced Incident Response & Digital Forensics Fundamentals

Question

Which status is a problem, assigned when its cause has been recognized?

Options

  • AIncident
  • BRequest for Change
  • CKnown Error
  • DWork-around

How the community answered

(47 responses)
  • A
    6% (3)
  • B
    4% (2)
  • C
    77% (36)
  • D
    13% (6)

Why each option

In ITIL problem management, a Known Error is the specific status assigned to a problem once its root cause has been identified and documented.

AIncident

An Incident is an unplanned interruption or degradation of an IT service and focuses on restoring service quickly, not on identifying or documenting root cause.

BRequest for Change

A Request for Change (RFC) is a formal proposal to modify a service, configuration, or infrastructure component - it is a change management record, not a problem status.

CKnown ErrorCorrect

A Known Error is a formal ITIL problem management record status indicating that the root cause of a problem has been successfully diagnosed. It is distinct from an unresolved problem in that the underlying cause is now understood, and a workaround or permanent fix pathway is typically documented alongside it. This status allows teams to track the issue and communicate its known state until a permanent resolution is deployed.

DWork-around

A Workaround is a temporary measure used to reduce the impact of a problem or incident; it is a technique or action, not a status classification in ITIL problem management.

Concept tested: ITIL problem management Known Error status definition

Source: https://www.axelos.com/resource-hub/glossary

Topics

#known error#problem management#ITIL#incident lifecycle

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