ITIL · 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 specifies that a known error should be raised as soon as it becomes useful, which may be before root cause analysis is fully complete.
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
(48 responses)- A2% (1)
- B90% (43)
- C2% (1)
- D6% (3)
Why each option
ITIL Problem Management specifies that a known error should be raised as soon as it becomes useful, which may be before root cause analysis is fully complete.
Requiring both root cause identification and a workaround is overly restrictive; ITIL permits raising a known error when only a workaround or partial diagnostic information is available.
According to ITIL, a known error record should be created as soon as it is useful to do so - this can occur during investigation before the root cause is fully established, such as when a workaround is identified. The criterion is usefulness, not completion of diagnosis, ensuring that actionable information is captured and shared promptly. This flexible timing supports faster incident resolution by making workaround information available to the service desk immediately.
A known error is not limited to errors found in the live IT service; it can also be raised proactively or for errors identified in test environments.
Known errors can be raised at any stage of problem management, not only when a major problem procedure is triggered.
Concept tested: ITIL known error record creation criteria
Source: https://wiki.en.it-processmaps.com/index.php/Problem_Management
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