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.
An organization identifies that a recurring incident is caused by a faulty network cable. According to ITIL 4, when should this be documented as a known error?
When the problem record is closed
Why wrong: The known error is documented before closure.
When the incident is first reported
Why wrong: Known errors are identified after root cause analysis.
After root cause analysis and a workaround is found
This is the definition of known error.
After the cable is replaced
Why wrong: Once fixed, it is a resolved incident, not a known error.
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
After root cause analysis and a workaround is found
In ITIL 4, a known error is documented after root cause analysis has been performed and a workaround has been identified, even if the permanent fix has not yet been implemented. This allows the service desk to quickly resolve future incidents caused by the same underlying problem using the documented workaround. The faulty network cable is a recurring incident, so the problem management process would first diagnose the root cause (the faulty cable) and then create a known error record with the workaround (e.g., replacing the cable or using a spare port).
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.
When the problem record is closed
Why it's wrong here
The known error is documented before closure.
When the incident is first reported
Why it's wrong here
Known errors are identified after root cause analysis.
After root cause analysis and a workaround is found
Why this is correct
This is the definition of known error.
Related concept
Read the scenario before looking for a memorised answer.
After the cable is replaced
Why it's wrong here
Once fixed, it is a resolved incident, not a known error.
Common exam traps
The trap here is that candidates confuse the timing of documenting a known error with the timing of implementing the permanent fix, mistakenly thinking the known error is only recorded after the cable is replaced or the problem is fully resolved.
Detailed technical explanation
Under ITIL 4, the known error database (KEDB) is a key tool for improving incident resolution times. The workaround might involve using a different network port or a temporary patch cable, which is documented in the known error record to guide the service desk. In a real-world scenario, if the faulty cable is intermittent, the workaround could be a specific diagnostic command (e.g., 'show interface status' on a Cisco switch to identify CRC errors) that confirms the cable issue, allowing the technician to swap ports without waiting for a full replacement.
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: After root cause analysis and a workaround is found — In ITIL 4, a known error is documented after root cause analysis has been performed and a workaround has been identified, even if the permanent fix has not yet been implemented. This allows the service desk to quickly resolve future incidents caused by the same underlying problem using the documented workaround. The faulty network cable is a recurring incident, so the problem management process would first diagnose the root cause (the faulty cable) and then create a known error record with the workaround (e.g., replacing the cable or using a spare port).
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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