In ITIL, which process is responsible for documenting known errors?

Prepare for the ITIL Service Operation Exam with comprehensive multiple choice questions and flashcards. Each study question includes detailed explanations and hints. Ace your exam with tailored prep!

The process responsible for documenting known errors is Problem Management. This function focuses on identifying and managing the root causes of incidents, thus preventing future occurrences. When problems are identified, they are analyzed to determine their cause, and any resulting known errors are documented in a Known Error Database (KEDB). This documentation is crucial as it helps to streamline the resolution of incidents by providing the Service Desk and other support teams with information on how to handle issues that have recurred, thereby minimizing the impact on service continuity.

The other processes play different roles within ITIL. Incident Management primarily deals with restoring normal service operation as quickly as possible after an incident occurs but does not focus on the underlying causes. Configuration Management tracks the configuration of IT assets, while Change Management governs the processes used to control changes to the IT environment. None of these directly involve the documentation of known errors, which is unique to the Problem Management process.

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