Known Error vs Problem in ITIL® 5: What's the Difference?
Preparing for the ITIL® 5 Foundation exam? Known Error and Problem are closely related terms that get confused constantly, mostly because a Known Error is technically a type of Problem. This guide draws the exact line between them.
Quick Answer
A Problem is the underlying cause of one or more incidents, and its cause may still be unknown. A Known Error is a specific type of Problem — one whose root cause has already been identified and documented, usually along with a workaround, even if a permanent fix hasn't been implemented yet.
What Is a Problem?
A Problem is the underlying cause of one or more incidents. When a Problem is first identified, its root cause is often unknown — investigation is still needed to figure out why incidents keep happening.
What Is a Known Error?
A Known Error is a Problem that has moved further along: its root cause has been identified and documented, typically along with a workaround that reduces or eliminates its impact on users, even though the underlying issue hasn't been permanently fixed yet.
In other words: every Known Error is a Problem, but not every Problem is a Known Error yet.
The Key Distinction
| Problem | Known Error | |
|---|---|---|
| Root cause | May be unknown | Identified and documented |
| Workaround | May not exist yet | Usually documented |
| Stage | Could be at investigation stage | Has progressed past initial diagnosis |
Think of "Known Error" as a status a Problem reaches once enough is understood about it — not a separate, unrelated category.
Real-World Example
A company's reporting tool crashes intermittently. The cause isn't yet understood — this is a Problem under investigation.
After analysis, the team discovers the crash happens specifically when a report includes more than 10,000 rows, and they document a workaround: export in smaller batches until a permanent fix ships.
At that point, it becomes a Known Error — the cause is documented, a workaround exists, and it's tracked for a permanent fix in a future release.
Why This Matters
Understanding this distinction matters because:
- It clarifies what stage a Problem investigation has reached
- Known Errors, once documented, can be referenced by the Service Desk to resolve related incidents faster using the workaround
- It connects Problem Management directly to Knowledge Management, since Known Errors are typically stored in a Known Error Database (KEDB)
Common Exam Mistakes
The most common mistake is treating "Known Error" and "Problem" as two separate, unrelated things, rather than understanding that a Known Error is a specific stage of a Problem's lifecycle.
A second mistake is assuming a Known Error means the issue is fully fixed. It isn't — it means the cause and a workaround are documented, but a permanent fix may still be pending.
Memory Trick
Think:
Problem = "something's wrong, and we may not know why yet."
Known Error = "we know why, and we have a workaround — but it's not fully fixed."
Every Known Error is a Problem. Not every Problem is a Known Error yet.
Key Takeaways
- A Problem is the underlying cause of one or more incidents, which may or may not yet be understood.
- A Known Error is a Problem whose root cause and workaround have been documented.
- A Known Error is not the same as a permanent fix — the underlying issue may still exist.
- Known Errors are typically stored in a Known Error Database (KEDB) for future reference.
- This distinction is a frequently tested area of the ITIL® 5 Foundation syllabus.
One Practice Question
Which statement best describes the relationship between a Known Error and a Problem?
- They are unrelated, separate concepts.
- A Known Error is a Problem whose root cause and workaround have been documented.
- A Known Error means the issue has been permanently fixed.
- A Problem becomes an Incident once it is documented.
Show Answer
Correct Answer: B
A Known Error is a specific stage of a Problem's lifecycle — one where the root cause has been identified and a workaround documented, even if a permanent fix is still pending.
Frequently Asked Questions
Is a Known Error the same as a Problem?
A Known Error is a specific type of Problem — one whose cause and workaround are already documented. Not every Problem has reached that stage yet.
Does a Known Error mean the issue is fixed?
No. It means the cause is understood and a workaround exists, but a permanent fix may still be pending.
Where are Known Errors typically stored?
In a Known Error Database (KEDB), which the Service Desk and other teams can reference to resolve related incidents faster.
Is this topic tested on the ITIL® 5 Foundation exam?
Yes. Distinguishing Known Error from Problem is a frequently tested area of the syllabus.
Ready to Test Yourself?
Now that you understand how a Known Error relates to a Problem, the next step is recognizing that distinction in realistic exam scenarios. Take our free diagnostic quiz to test yourself, or continue exploring the other ITIL® 5 comparison guides.