ITIL4-CDS Create, Deliver and Support Practice Question
Which THREE of the following are primary goals of 'Problem Management' in the context of creating, delivering, and supporting services?
⚠ Common exam trap
Candidates sometimes confuse problem management activities with incident management tasks, selecting fast restoration rather than root cause analysis and permanent prevention.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
To identify the root causes of incidents.
Problem management is focused on preventing incidents from occurring, minimizing the impact of incidents that cannot be prevented, and managing known errors. By identifying the root causes of recurring issues, the organization reduces the burden on support teams and increases overall service stability. These actions ensure that the delivery process remains resilient and that knowledge is captured for long-term service improvement.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
To restore normal service operation as quickly as possible.
Why it's wrong here
Restoring service is the primary objective of incident management, not problem management. While problem management supports this by providing workarounds, its core purpose is investigation and resolution of root causes to prevent future occurrences, not the immediate restoration of service during an active incident.
- ✓
To identify the root causes of incidents.
Why this is correct
Identifying the root cause is the fundamental task of problem management. By understanding why incidents occur, the organization can implement permanent fixes, thereby preventing recurring issues and reducing the overall number of incidents, which is vital for maintaining the quality and reliability of delivered IT services.
- ✓
To prevent incidents from occurring.
Why this is correct
Proactive problem management aims to identify potential failure points before they manifest as incidents. By addressing these underlying vulnerabilities, the practice helps ensure that service delivery remains uninterrupted, which directly contributes to the goal of creating stable, high-performing IT services for the end-user community.
- ✓
To manage known errors and workarounds.
Why this is correct
Managing known errors ensures that support teams have accurate information to resolve recurring incidents efficiently. When a permanent fix is not immediately possible, documented workarounds are critical for minimizing service impact, ensuring that the service desk can continue providing support while the long-term solution is being developed.
- ✗
To manage the deployment of software to production environments.
Why it's wrong here
Deployment management is the responsibility of release management or the CI/CD pipeline, not problem management. Problem management focuses on analyzing failures and trends, while deployment management is focused on the logistics, scheduling, and execution of updates to the production environment.
About these practice questions
This ITIL4-CDS question is part of Courseiva's 155-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official PeopleCert/AXELOS exam blueprint
This ITIL4-CDS practice question is part of Courseiva's free PeopleCert/AXELOS certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the ITIL4-CDS exam.