According to ITIL 4, which statement most precisely describes the relationship between a problem and a known error?
- AA known error is a problem that has been analysed but not resolved, so its cause is understood even though no permanent fix has been applied. Correct
- BA known error is a problem that has been permanently resolved, so the underlying cause can no longer generate any further incidents.
- CA known error is any incident that has recurred often enough for the service desk to recognise it and apply a scripted response.
- DA known error is a problem awaiting analysis, recorded so that investigation can begin once resources become available.
Why A is correct: This matches the ITIL 4 definition: a known error is a problem for which analysis has established the cause, but which remains unresolved because a permanent fix is not yet in place.
Why B is wrong: This is tempting because both terms sit within problem management, but a resolved problem is closed, not a known error; the known error status specifically means the cause is understood while the problem is still open.
Why C is wrong: A recurring incident may prompt problem management to investigate, but a known error is a state of a problem, not a repeated incident, so this confuses the incident and problem practices.
Why D is wrong: This inverts the sequence: a problem awaiting analysis has no established cause, whereas a known error is defined precisely by the analysis having already been done.