ITIL4F ITIL Management Practices Practice Question
A service desk analyst resolves an incident by providing a workaround from the Known Error Database. According to ITIL 4, this activity is part of which practice?
⚠ Common exam trap
ITIL4F often tests the confusion between Incident Management and Problem Management; candidates must remember that using a workaround from the KEDB is an Incident Management activity, while maintaining the KEDB is 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
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Incident Management
Incident Management is the practice responsible for managing the lifecycle of all incidents, including resolving them, often by applying workarounds from the Known Error Database. The Known Error Database is maintained by Problem Management, but the act of resolving an incident using a workaround is part of Incident Management. Problem Control and Error Control are activities within Problem Management, not separate practices. Service Request Management handles requests, not incidents.
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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Problem Control
Why it's wrong here
Problem Control is a key activity within Problem Management focused on identifying and managing the underlying causes of incidents to prevent their recurrence. While Problem Management might identify workarounds as part of its analysis, the act of a service desk analyst applying a workaround to restore service for an active incident is not a Problem Control activity itself. Problem Control primarily deals with analyzing trends, diagnosing root causes, and proposing permanent solutions, rather than immediate service restoration.
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Error Control
Why it's wrong here
Error Control is a specific activity within Problem Management that focuses on managing known errors. A known error is a problem that has been analyzed, and for which a workaround or permanent solution has been identified and documented. While a workaround might be associated with a known error, the service desk analyst's action of applying that workaround to resolve an ongoing incident falls under Incident Management, not the administrative process of documenting and managing the known error itself.
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Service Request Management
Why it's wrong here
Service Request Management is responsible for fulfilling predefined, routine requests from users, such as password resets, access provisioning, or software installations. These are typically low-risk, frequently occurring requests with a known fulfillment procedure. An incident, by definition, is an unplanned interruption or reduction in the quality of a service, requiring immediate attention to restore functionality, which is fundamentally different from a standard, pre-approved service request.
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Incident Management
Why this is correct
Incident Management's primary objective is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations. When a permanent solution is not immediately available, applying a workaround is a crucial and common strategy within Incident Management to achieve this rapid service restoration. The service desk analyst's action directly aligns with the core purpose of Incident Management: getting the service back up and running for the user.
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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 exam blueprint
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.