IT Service Management and Systems Audit
Which of the following describes a "known error" in problem management appropriately?
- AA problem whose root cause has been identified or for which a workaround is known, but whose permanent fix has not yet been completed
- BAn incident caused by a user's operating mistake that was resolved by explaining the correct operation to the user
- CA defect found during development that was fixed and tested before release and does not remain in the production environment
Show answer and explanation
Answer: A. A problem whose root cause has been identified or for which a workaround is known, but whose permanent fix has not yet been completed
In problem management, the not-yet-understood root cause behind one or more incidents is treated as a "problem". A problem whose root cause has been identified through investigation, or for which a workaround has been found, but whose permanent fix has not yet been completed is called a "known error", and it is recorded together with the workaround and shared with the service desk and others. This allows the workaround to be used immediately when the same incident occurs.
- A. Correct. It is a problem whose cause or workaround is known but whose permanent fix has not been completed.
- B. Operating mistakes are one cause of incidents, but this is not the definition of a known error.
- C. A defect that was fixed and released no longer remains in the production environment, so it is not managed as a known error.
Continue: 9 more IT Service Management and Systems Audit questions