Known Error (KE) A Known Error is a problem that has a documented root cause and a Workaround.

. Known Errors are managed throughout their lifecycle by the Problem Management process. The details of each Known Error are recorded in a Known Error Record stored in the Known Error Database (KEDB). As a rule, Known Errors are identified by Problem Management, but Known Errors may also be suggested by other Service Management disciplines, e.g. Incident Management, or by suppliers.

Known Error Database (KEDB) The Known Error Database (KEDB) is created by Problem Management and used by Incident and Problem Management to manage all Known Error Records.

Problem A cause of one or more Incidents. The cause is not usually known at the time a Problem Record is created.

Problem Management Report A report supplying Problem-related information to the other Service Management processes.

Problem Record The Problem Record contains all details of a Problem, documenting the history of the Problem from detection to closure (see: ITIL Checklist Problem Record).

Suggested new Known Error A suggestion to create a new entry in the Known Error Database, for example raised by the Service Desk or by Release Management. Known Errors are managed throughout their lifecycle by Problem Management.

Suggested new Problem A notification about a suspected Problem, handed over to Problem Management for further investigation, possibly leading to the formal logging of a Problem.

Suggested new Workaround A suggestion to enter a new Workaround in the Known Error Database, for example raised by the Service Desk or by Release Management. Workarounds are managed throughout their lifecycle by Problem Management.

Workaround Workarounds are temporary solutions aimed at reducing or eliminating the impact of Known Errors (and thus Problems) for which a full resolution is not yet available. As such, Workarounds are often applied to reduce the impact of Incidents or Problems if their underlying causes cannot be readily identified or removed.