This ITIL4F practice question tests your understanding of itil management practices. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
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?
Service Desk
Why wrong: The Service Desk uses the KEDB but does not own it.
Change Enablement
Why wrong: Change Enablement deals with changes, not known errors.
Incident Management
Why wrong: Incident Management focuses on restoring service, not managing known errors.
Problem Management
Problem Management controls known errors and updates the KEDB.
Answer choices
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.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
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.
Related concept
Read the scenario before looking for a memorised answer.
Common exam traps
The trap here is that candidates 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.
Detailed technical explanation
In ITIL 4, a known error is a problem that has been analyzed and has a documented root cause and workaround, stored in the KEDB. The KEDB is a database that links known errors to workarounds, enabling faster incident resolution by the Service Desk and other teams. Problem Management uses techniques like Kepner-Tregoe analysis or 5 Whys to identify the underlying cause before recording the workaround, ensuring the KEDB remains accurate and actionable.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
A practitioner preparing for the ITIL4F exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
What to study next
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FAQ
ITIL Management Practices — This question tests ITIL Management Practices — Read the scenario before looking for a memorised answer..
The correct answer is: 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.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Read the scenario before looking for a memorised answer.
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Last reviewed: Jun 24, 2026
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