ITIL 4 Foundation Practice Exam

Which activities help manage known errors?

1. Change management

2. Error control

3. Service desk operations

4. Incident response

The correct answer is: Error control

The activity that primarily focuses on managing known errors is error control. This aspect of IT service management is dedicated to identifying, recording, and managing known errors throughout their life cycle. It involves analyzing the root causes of incidents to develop a work-around or fix. Error control also ensures that updates and resolutions are effectively communicated to relevant stakeholders, which helps in preventing future incidents related to those known errors. While change management is important for implementing changes needed to resolve incidents and known errors, its primary focus is on ensuring that changes are made in a controlled, safe manner without disrupting other services. Service desk operations are essential for logging incidents and providing support to users, but they do not specifically manage known errors. Incident response involves addressing immediate incidents to restore service, but it does not focus on the analysis and long-term management of known errors. Thus, error control stands out as the dedicated practice for managing known errors effectively.