Why is it important that the Service Desk attempts to link an Incident to a Known Error?

Question

Options

• Abecause this is part of the IT Service Management model
• Bbecause this means the incident can be resolved more quickly
• Cbecause this allows incidents to be better tracked
• Dbecause otherwise Problem Management cannot work

• A
  16% (8)
• B
  73% (37)
• C
  8% (4)
• D
  4% (2)

Explanation

Linking an Incident to a Known Error gives the Service Desk immediate access to a documented workaround or fix, allowing the incident to be resolved faster without repeating diagnostic work already done by Problem Management - making B the correct answer. A is wrong because while ITIL provides a framework, "it's part of the model" is never a sufficient reason on its own - processes exist to deliver outcomes, not just to follow rules. C is a side benefit of good incident management generally, not the specific value of linking to a Known Error. D is incorrect because Problem Management operates independently and can still function even if individual incidents aren't linked; linking helps the Service Desk, not Problem Management itself.

Memory tip: Think of a Known Error as a "cheat sheet" - the Service Desk looks it up to skip the guesswork and jump straight to the fix, saving time for the user.

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