ITIL-FOUNDATION · Question #480
Which statement about the known error database (KEDB) is CORRECT?
The correct answer is C. It is maintained by problem management and is used by the service desk to help resolve. The Known Error Database (KEDB) is owned by problem management and serves as a reference tool for the service desk to match incidents against known errors and apply workarounds.
Question
Which statement about the known error database (KEDB) is CORRECT?
Options
- AIt is maintained by the service desk and updated with the details of each new incident
- BIt is a part of the configuration management database (CMDB) and contains workarounds
- CIt is maintained by problem management and is used by the service desk to help resolve
- DIt is maintained by incident management and contains solutions to be implemented by problem
How the community answered
(22 responses)- A5% (1)
- C91% (20)
- D5% (1)
Why each option
The Known Error Database (KEDB) is owned by problem management and serves as a reference tool for the service desk to match incidents against known errors and apply workarounds.
The service desk manages incident records, not the KEDB - that responsibility belongs to problem management.
The KEDB is a distinct repository separate from the CMDB, which stores configuration item data rather than known error records and workarounds.
In ITIL, the KEDB is created and maintained by problem management once a problem has been diagnosed and a workaround or root cause identified. The service desk queries the KEDB during incident management to speed up resolution by applying documented workarounds, making problem management the owner and the service desk the consumer.
Incident management does not maintain the KEDB; it is problem management that investigates root causes and populates the KEDB with known errors.
Concept tested: ITIL KEDB ownership and purpose
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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