ITIL 4 Foundation Practice Exam

What is a known error in the context of ITIL?

1. A problem that has been resolved

2. A problem that is still being analyzed

3. A problem that has been analyzed but not resolved

4. A report on user complaints

The correct answer is: A problem that has been analyzed but not resolved

In the context of ITIL, a known error refers to a problem that has been analyzed and for which the root cause is understood, but a resolution or workaround has not yet been implemented. This concept plays a crucial role in incident management and problem management within ITIL frameworks, as it helps organizations manage recurring issues systematically. Recognizing a known error allows an organization to document the problem, its cause, and any temporary measures that might alleviate its impact on the service until a permanent solution is found. This systematic documentation and awareness help improve service management processes, as teams can respond more effectively to incidents related to known errors, minimizing downtime and disruption. The correct identification of a known error distinguishes it from both resolved problems and those still under investigation. A resolved problem indicates that a solution has been applied, while a problem that is still being analyzed lacks the thorough understanding required to categorize it as a known error. As for user complaints, they may report symptoms or issues but do not constitute a known error without further analysis. Thus, properly understanding the definition of a known error is vital for effective IT service management.