When can a known error record be raised? 1. At any time it would be useful to do so 2. After a workaround has been found

Statement 2 alone is too restrictive - ITIL does not require that a workaround be found before a known error record can be raised.

Statement 1 alone is incomplete - raising a known error after finding a workaround (statement 2) is equally valid and commonly practised.

Both statements accurately reflect ITIL guidance on when known error records may be created, so 'neither' is incorrect.

ITIL explicitly states that a known error record can be created at any time it is useful - for example, as soon as the root cause is understood, even before a workaround exists. Statement 2 is also valid because raising a known error record after a workaround is identified is a common and expected practice. Since both scenarios are acceptable under ITIL Problem Management, both statements are correct.