ITIL Question #84: Real Exam Question with Answer & Explanation

The correct answer is A: Yes: for information purposes, a known error record can be created at any time it is prudent to do so. ITIL explicitly permits creating a known error record at any point during problem management when doing so is considered prudent, including before a workaround exists.

Question

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

Options

AYes: for information purposes, a known error record can be created at any time it is prudent to do so
BNo: the Known Error should be created before the problem is logged
CNo: a known error record is created when the original incident is raised
DNo: a known error record should be created with the next release of the service

Explanation

ITIL explicitly permits creating a known error record at any point during problem management when doing so is considered prudent, including before a workaround exists.

Common mistakes.

B. ITIL defines a known error as resulting from problem diagnosis, which logically follows the problem record; a known error cannot be created before the problem is even logged.
C. A known error record requires prior investigation to identify a root cause and is not created at the time an incident is raised, which is too early in the process for a diagnosis to exist.
D. Known error records are independent of release schedules and should be created as soon as the diagnostic information warrants it, not deferred until the next service release.

Concept tested. ITIL known error record creation timing in problem management

Reference. https://www.axelos.com/certifications/itil-service-management/itil-4-foundation

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