ITIL4F ITIL Management Practices Practice Question
A major incident has occurred. After restoring service, the team wants to update the Known Error Database (KEDB) with the workaround. Which practice is primarily responsible for this?
⚠ Common exam trap
Candidates often confuse the immediate service restoration (Incident Management) with the subsequent documentation of workarounds (Problem Management), leading them to select Incident Management instead of Problem Management.
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
Problem Management is responsible for managing the lifecycle of all problems, including updating the Known Error Database (KEDB) with workarounds. After a major incident is resolved, the workaround is documented in the KEDB by Problem Management to prevent future incidents and enable faster resolution. This aligns with ITIL 4's definition of Problem Management as the practice that identifies, analyzes, and documents known errors and workarounds.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Service Desk
Why it's wrong here
The Service Desk uses the KEDB but does not own it.
- ✗
Change Enablement
Why it's wrong here
Change Enablement deals with changes, not known errors.
- ✗
Incident Management
Why it's wrong here
Incident Management focuses on restoring service, not managing known errors.
- ✓
Problem Management
Why this is correct
Problem Management controls known errors and updates the KEDB.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This ITIL4F practice question is part of Courseiva's free PeopleCert 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 ITIL4F exam.