As an ITIL expert with years of experience in the field of IT Service Management, I am well-versed in the various processes and concepts that ITIL encompasses. ITIL, or Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business.

One of the key concepts in ITIL is the management of incidents and problems. An incident is defined as an unplanned interruption to an IT service or a reduction in the quality of an IT service. A problem, on the other hand, is the cause of one or more incidents. The process of problem management aims to minimize the adverse impact of incidents and problems on the business and to prevent future occurrences.

A Known Error is a specific type of problem within ITIL's Service Operation publication. It is a problem that has been identified and for which a workaround or solution is known, but the underlying cause has not yet been addressed. The Known Error is documented and recorded, which is a fundamental aspect of ITIL as it encourages the creation and maintenance of records for various processes.

The Known Error Database (KEDB) is a critical component in managing known errors. It serves as a repository where all known errors are recorded along with their workarounds and any other relevant information. This database is essential for several reasons:


1. Communication: It ensures that all stakeholders are aware of the known errors and their impact on the IT services.

2. Consistency: It provides a consistent approach to dealing with known errors across the organization.

3. Efficiency: It allows for quicker resolution of incidents that are related to known errors by providing immediate workarounds.

4. Prevention: It helps in identifying patterns or common issues that may lead to the development of a permanent solution.

The process of managing known errors typically involves several steps:


1. Identification: The problem is identified and recognized as a known error.

2. Documentation: The error is documented in the KEDB, including details such as the error description, workaround, impact, and any other relevant information.

3. Review: Regular reviews are conducted to assess the workaround's effectiveness and to determine if a permanent solution is needed.

4. Resolution: Efforts are made to find a permanent solution to the underlying problem, which may involve further problem management activities or change management processes.

It is important to note that a known error is not the same as a resolved error. A resolved error would imply that the root cause has been addressed and the problem has been permanently fixed. In contrast, a known error still has the potential to cause incidents until a permanent solution is implemented.

In conclusion, the concept of a known error in ITIL is an essential part of effective incident and problem management. It allows organizations to manage the impact of problems on their IT services and to work towards permanent solutions while minimizing disruption.

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According to ITIL (Service Operation), a Known Error is --a problem that has a documented root cause and a workaround.-- Documented means recorded. Records are common in ITIL. Just like, e.g., incident records, a Known Error exists in the form of a record and it is stored in the Known Error Database (KEDB).Feb 4, 2014read more >>