ITIL · Question #371
Which of the following might be used to manage an Incident? (1) Incident Model (2) Known Error Record
The correct answer is C. Both of the above. Both Incident Models and Known Error Records are valid ITIL tools used to support and manage incidents.
Question
Which of the following might be used to manage an Incident? (1) Incident Model (2) Known Error Record
Options
- A1 only
- B2 only
- CBoth of the above
- DNeither of the above
How the community answered
(63 responses)- A2% (1)
- B6% (4)
- C89% (56)
- D3% (2)
Why each option
Both Incident Models and Known Error Records are valid ITIL tools used to support and manage incidents.
Limiting the answer to Incident Models only is incorrect because Known Error Records are also actively referenced during incident resolution to apply existing workarounds.
Limiting the answer to Known Error Records only is incorrect because Incident Models are a core ITIL tool for managing incidents in a structured and repeatable manner.
Incident Models provide predefined, agreed-upon steps for handling specific types of recurring incidents, improving speed and consistency of resolution. Known Error Records, stored in the Known Error Database, contain root cause information and workarounds that can be applied to resolve or circumvent related incidents more quickly. Both tools are explicitly defined in ITIL as mechanisms that support efficient and effective Incident Management.
Both tools are explicitly defined in ITIL as mechanisms used within the Incident Management process, making 'neither' factually incorrect.
Concept tested: Incident Management tools - Incident Models and Known Error Records
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