ITIL4F ITIL Service Value System Practice Question
A major incident occurs, and the IT team restores service by implementing a workaround. They then create a problem record to investigate the root cause. Which practice are they following?
⚠ Common exam trap
Many candidates confuse the workaround restoration (incident management) with the root cause investigation (problem management), and incorrectly think that both activities belong to a single practice, or they add unnecessary practices like change management when no change is being implemented.
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
✓
Incident management and problem management
The scenario describes two distinct practices: incident management (restoring service via a workaround) and problem management (creating a problem record to investigate the root cause). In ITIL 4, incident management focuses on minimizing business impact by restoring normal service operation as quickly as possible, while problem management aims to identify the underlying cause and prevent recurrence. The creation of a problem record from a major incident is a standard handoff between these two practices.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
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Service desk and incident management
Why it's wrong here
The Service Desk functions as the single point of contact for users, logging incidents and facilitating their initial assessment and escalation, but it is not a practice that directly restores service functionality. While Incident Management is indeed crucial for restoring service, the Service Desk's role is primarily communication and coordination, not the technical restoration itself. Therefore, this option incorrectly identifies the Service Desk as a practice responsible for actively restoring service during a major incident.
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Problem management and change management
Why it's wrong here
Problem Management is focused on identifying the root causes of incidents to prevent their recurrence, which is a long-term, post-restoration activity, not the immediate action to restore service operation. Change Management, conversely, is the practice of ensuring that changes to services and infrastructure are implemented in a controlled manner, typically for improvements or permanent fixes. Neither practice is primarily responsible for the initial, urgent restoration of service after a major incident has occurred.
- ✓
Incident management and problem management
Why this is correct
Incident Management is the primary practice focused on restoring normal service operation as quickly as possible, often through temporary workarounds, to minimize business impact during a major incident. Concurrently or subsequently, Problem Management investigates the underlying causes of the incident to prevent its recurrence, ensuring long-term stability and service improvement. Together, these practices provide both immediate resolution and lasting prevention, which is critical for effectively managing major incidents.
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Change management and release management
Why it's wrong here
Change Management is the practice of controlling the lifecycle of all changes, enabling beneficial changes to be made with minimal disruption, and is typically a controlled, planned process, not an immediate incident response. Release Management focuses on making new and changed services and features available for use, coordinating their deployment into live environments. Neither practice is directly responsible for the urgent, reactive restoration of an existing service that has failed due to an incident, as their roles are more about planned service evolution.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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