ITIL-FOUNDATION · Question #536
When should a known error be raised?
The correct answer is B. As soon as it becomes useful to do so. ITIL problem management states that a known error record should be created as soon as it becomes useful, without requiring any specific prerequisite to be met first.
Question
When should a known error be raised?
Options
- AOnly when the root cause is found and a workaround exists
- BAs soon as it becomes useful to do so
- COnly when the error in the IT Service is found
- DAs soon as the major problem procedure is executed
How the community answered
(47 responses)- A2% (1)
- B91% (43)
- C6% (3)
Why each option
ITIL problem management states that a known error record should be created as soon as it becomes useful, without requiring any specific prerequisite to be met first.
This option imposes two simultaneous prerequisites - a confirmed root cause and an existing workaround - which ITIL does not require before a known error record is raised.
ITIL defines the known error as a problem that has a documented root cause and/or workaround, but the trigger for raising it is utility - not a rigid milestone. A known error record may be created before the root cause is fully confirmed or a workaround is complete if doing so helps teams manage incidents more effectively. The guiding principle is that it should be raised as soon as the information adds value.
A known error is not restricted to errors discovered within the IT service itself; it applies to any problem whose root cause or workaround is at least partially documented.
Execution of the major problem procedure is a separate escalation workflow and is not a condition that must occur before a known error record can be created.
Concept tested: Problem management - known error record creation timing
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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