ITIL4-CDS Create, Deliver and Support Practice Question
A company is adopting ITIL 4 CDS and wants to improve its incident resolution times. They decide to create a knowledge base of known errors and workarounds. Which practice is primarily responsible for maintaining this knowledge base?
⚠ Common exam trap
The trap here is assuming that knowledge management owns the known error database, but problem management is the practice that creates and maintains it.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Problem management
The correct answer is problem management. Problem management is responsible for managing known errors and workarounds. It identifies the root causes of incidents and documents workarounds in the known error database. This knowledge is then used by the service desk and incident management to resolve incidents more quickly. While knowledge management provides the overall framework for managing knowledge, the specific content related to known errors and workarounds is owned by problem management.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
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Service desk
Why it's wrong here
The service desk uses the knowledge base to resolve incidents and requests, but it is not primarily responsible for creating and maintaining it. The service desk contributes to the knowledge base by documenting solutions, but the overall management of known errors and workarounds is typically part of problem management. In this scenario, the company wants to improve incident resolution by having a knowledge base, which is a problem management activity.
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Incident management
Why it's wrong here
Incident management focuses on restoring service quickly, often using workarounds from the knowledge base. However, it does not own the knowledge base. Incident management may identify the need for new workarounds, but the creation and maintenance of known errors and workarounds are typically handled by problem management. The scenario is about maintaining a knowledge base, which is not the primary responsibility of incident management.
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Knowledge management
Why it's wrong here
Knowledge management is the practice of maintaining and improving the effective, efficient, and convenient use of information and knowledge across the organization. While it supports the knowledge base, it does not specifically own the known error and workaround information. Problem management is the practice that identifies and documents known errors and workarounds. Knowledge management provides the framework and tools, but the content is managed by problem management.
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Problem management
Why this is correct
Problem management is responsible for managing the lifecycle of problems, including identifying root causes and managing known errors and workarounds. It maintains the known error database and ensures that workarounds are documented and available. In this scenario, the company wants a knowledge base of known errors and workarounds to improve incident resolution, which is a core activity of problem management. Problem management works closely with incident management to provide workarounds.
Visual reference
About these practice questions
One of 155 original ITIL4-CDS practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. Learn why practice questions differ from exam dumps →
JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official PeopleCert/AXELOS exam blueprint
This ITIL4-CDS practice question is part of Courseiva's free PeopleCert/AXELOS certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the ITIL4-CDS exam.