Quick Answer
The answer is known errors and workarounds. These are the two primary outputs of the Problem Management practice because they emerge directly from the error control phase, where the root cause of a problem is identified and documented. Once a problem is analyzed, a known error is formally recorded, and a workaround is developed to restore service or reduce impact until a permanent fix is implemented. On the ITIL 4 Foundation exam, this question tests your ability to distinguish Problem Management outputs from those of Incident Management, Change Enablement, and Continual Improvement. A common trap is confusing workarounds with incident resolutions—remember that workarounds are documented for known errors, not for incidents. Another trap is selecting a problem record, which is a process artifact, not a distinct output. To lock this in, use the mnemonic “PEW”: Problem Management produces Problem records, Known Errors, and Workarounds—but the exam specifically asks for the two outputs that are not the record itself.
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.
Which TWO of the following are outputs of the Problem Management practice?
Workarounds
Workarounds are documented as part of problem management.
Improvement actions
Why wrong: Improvement actions are outputs of continual improvement.
Change requests
Why wrong: Change requests are outputs of change enablement.
Known errors
Known errors are documented during error control.
Incident resolutions
Why wrong: Incident resolutions are outputs of incident management.
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
Workarounds
Problem management produces known errors and workarounds (Phase 3: error control) and problem records. Option B (known errors) and Option C (workarounds) are correct. Option A is an incident output. Option D is a change output. Option E is part of continual improvement.
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.
Workarounds
Why this is correct
Workarounds are documented as part of problem management.
Related concept
Read the scenario before looking for a memorised answer.
Improvement actions
Why it's wrong here
Improvement actions are outputs of continual improvement.
Change requests
Why it's wrong here
Change requests are outputs of change enablement.
Known errors
Why this is correct
Known errors are documented during error control.
Related concept
Read the scenario before looking for a memorised answer.
Incident resolutions
Why it's wrong here
Incident resolutions are outputs of incident management.
Common exam traps
Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.
Trap categories for this question
Command / output trap
Improvement actions are outputs of continual improvement.
Detailed technical explanation
This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.
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
Identify which ITIL4F exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
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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: Workarounds — Problem management produces known errors and workarounds (Phase 3: error control) and problem records. Option B (known errors) and Option C (workarounds) are correct. Option A is an incident output. Option D is a change output. Option E is part of continual improvement.
Identify which ITIL4F exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
Read the scenario before looking for a memorised answer.
About these practice questions
Courseiva creates original exam-style practice questions with explanations and wrong-answer analysis. It does not publish real exam questions, exam dumps, or protected exam content. Learn why practice questions differ from exam dumps →
Same concept, more angles
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. An IT team is investigating recurring network outages. They identify the root cause as a faulty switch and record the issue as a known error with a workaround. Which ITIL 4 practice is being applied?
hardWhy C: Problem Management includes three phases: problem identification, problem control (root cause analysis), and error control (known errors, workarounds). The scenario describes error control. Option B is correct. Incident Management would not involve root cause analysis. Service Desk would not investigate root cause. Supplier Management is about managing vendors, not internal root cause analysis.
Last reviewed: Jun 21, 2026
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.
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