When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found
A.
2 only
B.
1 only
C.
Neither of the above
D.
Both of the above
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B.
1 only
“A Known Error is a problem that has a documented root cause and a Workaround.”
http://wiki.en.it-processmaps.com/index.php/Problem_Management
A is correct.
Service Operation book, pg 76, 4.4.5.7 Raising a Known Error Record
A
Raise a known error record: Once the workaround has been identified, it should be communicated to staff within the organization as a known error. It’s good practice to record a known error in both an incident knowledge base and what ITIL calls a known error database (KEDB). Documenting the workaround allows the service desk to resolve incidents quickly and avoid further problems being raised on the same issue.
I think A is right answer, known error should only be created after finding the workaround, raising it before then that wont mean anything?
As soon as the diagnosis is complete, and particularly where a workaround has
been found (even though it may not yet be a permanent resolution), a Known
Error Record must be raised and placed in the Known Error Database – so that if
further incidents or problems arise, they can be identified and the service
restored more quickly.
However, in some cases it may be advantageous to raise a Known Error Record
even earlier in the overall process – just for information purposes, for example –
even though the diagnosis may not be complete or a workaround found, so it is
inadvisable to set a concrete procedural point exactly when a Known Error
Record must be raised. It should be done as soon as it becomes useful to do so!
Source: ITIL Service Operation
it’s D, both of the above, the question is a play on words, you need to read between the lines.
It says ‘CAN’, not ‘NEED’ or ‘MUST’; a known issue can be raised as soon as the problem has been identified, a workaround is not mandatory as a trigger to raise it.
add on top of this, a known issue can be raised during development phase where developers knows a problem exists, but do not have time or resources to troubleshoot and resolve it due to priority or/and other constraints
A is correct answer .
When problem management has identified and documented the root cause and
workaround, this information is made available to support staff as a known error.
Source :Page 259 , ITIL Intermediate Certification Companion Study Guide: Intermediate ITIL …
By Helen Morris, Liz Gallacher
https://goo.gl/SVFsVw