ITIL4F ITIL Management Practices Practice Question
In which phase of Problem Management are known errors created and managed?
⚠ Common exam trap
Test-takers frequently confuse Problem Control (root cause analysis) with Error Control, mistakenly thinking known errors are created during root cause analysis rather than after it, when the cause is known and documented as a known error.
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
✓
Error control
Known errors are created and managed during the Error Control phase of Problem Management. This phase focuses on documenting known errors in the Known Error Database (KEDB) after root cause analysis is complete, and managing them through their lifecycle until a permanent resolution (e.g., a change via RFC) is implemented. Error Control ensures that workarounds are available and that the known error is tracked for future resolution.
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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Incident management
Why it's wrong here
Incident management is primarily focused on restoring normal service operation as quickly as possible to minimize business impact. Its activities revolve around reactive response to service disruptions, aiming for rapid resolution or workaround application. This practice does not involve the analytical work of identifying root causes or the formal creation and documentation of known error records, which are specific outputs of problem management's later phases.
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Problem control (root cause analysis)
Why it's wrong here
Problem control is the phase within problem management dedicated to analyzing problems to identify their underlying root causes. During this phase, various diagnostic techniques are employed to understand why incidents are occurring. While problem control successfully identifies the root cause and may even propose workarounds, the formal act of creating and documenting a "known error" record, which includes the confirmed root cause and workaround, is a distinct activity performed in the subsequent error control phase.
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Error control
Why this is correct
Error control is the specific phase of problem management where a problem, once its root cause has been identified and confirmed, is formally documented as a "known error." This phase involves creating and maintaining known error records, which detail the root cause, symptoms, and any available workarounds. Additionally, error control is responsible for initiating change requests to implement permanent solutions for these known errors, thereby preventing future incidents.
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Problem identification
Why it's wrong here
Problem identification is the initial stage of problem management, focusing on detecting and logging potential problems. This often occurs through analyzing incident trends, monitoring system performance, or receiving direct reports from users or technical staff. While it initiates the problem management process, this phase is solely concerned with recognizing the existence of an underlying issue and does not involve the detailed diagnosis or the formal creation of a known error record, which requires subsequent analytical work.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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