ITIL4F ITIL Management Practices Practice Question
An organization identifies that a recurring incident is due to a known error in a software component. According to ITIL 4, which practice is responsible for managing the known error?
⚠ Common exam trap
Candidates often confuse Incident Management's use of the KEDB with ownership of known errors, but ITIL 4 explicitly assigns the known error lifecycle to Problem Management, not to the practice that merely consumes the data.
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 because ITIL 4 assigns the responsibility for managing known errors to the Problem Management practice. A known error is a problem that has been analyzed and has a documented root cause and a potential workaround, and Problem Management is the practice that owns the known error database (KEDB) and coordinates the lifecycle of known errors until a permanent fix is implemented via Change Enablement.
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 Level Management
Why it's wrong here
Service Level Management focuses on establishing clear, business-outcome-based targets for service performance and ensuring that the organization consistently meets these agreed-upon levels. While recurring incidents can certainly impact service levels and trigger discussions within SLM, the practice itself does not actively investigate the root cause of these incidents or manage the lifecycle of the underlying "known error." Its primary concern is the agreement and monitoring of service Level Agreements (SLAs), not the technical resolution of systemic issues.
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Incident Management
Why it's wrong here
Incident Management's primary objective is to restore normal service operation as quickly as possible, minimizing the business impact of service disruptions. This practice is reactive, focusing on individual incidents and their immediate resolution or workaround. While Incident Management might identify patterns of recurring incidents, its scope does not extend to the proactive investigation of underlying causes or the management of "known errors," which are problems with a documented root cause.
- ✗
Change Enablement
Why it's wrong here
Change Enablement is the practice responsible for maximizing successful service and product changes by ensuring that risks are properly assessed, authorized, and managed. It provides the framework for implementing solutions, including those designed to fix known errors. However, Change Enablement does not perform the investigative work to identify the root cause of recurring incidents or manage the lifecycle of a "known error" itself; it merely facilitates the controlled implementation of the resulting fix.
- ✓
Problem Management
Why this is correct
Problem Management is the correct practice as it specifically focuses on reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors. When an organization identifies a recurring incident and determines its root cause, it becomes a "known error." Problem Management's "Error Control" activity is precisely responsible for managing these known errors throughout their lifecycle, ensuring that the underlying cause is addressed and future incidents are prevented or minimized.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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