ITIL-FOUNDATION · Question #167
Which of the following would be most useful in helping to implement a workaround as quickly as possible?
The correct answer is D. A known error database. The Known Error Database (KEDB) is the primary resource for quickly applying workarounds because it contains pre-documented workarounds for identified known errors. It is maintained by problem management for rapid use during incident resolution.
Question
Which of the following would be most useful in helping to implement a workaround as quickly as possible?
Options
- AA capacity database
- BA definitive media library
- CA request for change
- DA known error database
How the community answered
(37 responses)- A5% (2)
- B3% (1)
- C3% (1)
- D89% (33)
Why each option
The Known Error Database (KEDB) is the primary resource for quickly applying workarounds because it contains pre-documented workarounds for identified known errors. It is maintained by problem management for rapid use during incident resolution.
A capacity database stores utilization and performance data used for capacity planning decisions, not for incident workaround procedures.
The Definitive Media Library (DML) is a secure repository of authorized software versions and is unrelated to workaround documentation or incident response.
A Request for Change (RFC) initiates a formal, governed change process that is too slow and procedurally heavy to support rapid workaround implementation.
The Known Error Database (KEDB) is specifically designed to store known errors alongside their documented workarounds, allowing service desk staff to apply a fix immediately without waiting for root-cause resolution. Because the workaround is already recorded and validated, the KEDB directly minimizes incident recovery time and supports fast service restoration.
Concept tested: ITIL known error database for workaround retrieval
Source: https://www.axelos.com/certifications/itil-service-management
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