What is a known error article in Problem Management?

A known error article in Problem Management is fundamentally an essential part of the Problem Management process, as it provides a documented workaround for a recurring issue. When an incident is identified as a recurring problem, the Problem Management team investigates the root cause. Once the problem is confirmed, a workaround can be developed to mitigate the impact of the issue until a permanent solution is implemented. This workaround is then documented in what is referred to as a known error article.

The importance of such articles lies in their ability to inform support teams and end-users of available solutions or temporary fixes while a more permanent resolution is being worked on. This proactive approach minimizes service disruption and enhances the efficiency of incident resolution.

Other options do not accurately describe the concept of a known error article. For instance, an outdated incident record relates to individual incidents and does not encapsulate the broader context of recurring issues. A formal report of service outages usually pertains to specific incidents or outages rather than the known errors themselves. Lastly, a policy document on problem management outlines the processes and governance around problem management but does not capture the specific workaround knowledge needed to address a known error.