Which of the following might be used to manage an Incident? (1) Incident Model (2) Known Error Record

Selecting only Incident Models ignores that Known Error Records, with their documented workarounds, are explicitly referenced by Incident Management to speed up resolution of known issues.

Selecting only Known Error Records ignores that Incident Models provide structured procedural steps for handling recurring incident types consistently.

Incident Models provide predefined, agreed-upon steps for handling recurring categories of incidents, ensuring a consistent and efficient response process. Known Error Records, stored in the Known Error Database, contain documented workarounds and root cause information that Incident Management can reference to restore service more quickly, even before a permanent fix is implemented - making both tools directly applicable to managing incidents.

Both tools are recognized in ITIL as valid and commonly used inputs to the Incident Management process, so excluding both is incorrect.