ITIL4F ITIL Management Practices Practice Question
A problem manager has identified multiple incidents with no known cause. Which phase of Problem Management is being performed?
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
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Problem identification
Problem identification involves detecting problems from incidents and other sources. In this scenario, the problem manager is identifying a problem from incidents, which is the first phase. Option A is correct. Option B involves root cause analysis. Option C involves managing known errors. Option D is not a separate phase.
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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Problem identification
Why this is correct
When a problem manager observes 'multiple incidents with no known cause,' this directly triggers the Problem Identification phase. This initial stage of the Problem Management practice is dedicated to detecting and logging potential problems, often by analyzing incident trends or significant single events that indicate an underlying structural flaw. It's about recognizing that a problem exists before diving into its root cause.
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Problem control
Why it's wrong here
Problem control is the subsequent phase in Problem Management, focusing on analyzing identified problems to determine their root cause and developing temporary workarounds. While it involves finding a resolution, the scenario explicitly describes the *detection* of incidents without a known cause, which precedes the detailed analysis and control activities. This phase is initiated *after* a problem has been identified and logged.
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Error control
Why it's wrong here
Error control focuses on managing known errors through the lifecycle, including documenting workarounds and initiating resolution via the change enablement practice. This scenario, however, describes incidents with no known cause, which is the trigger for problem identification and analysis—the earlier phase where root cause is sought. Error control would be tempting because it handles incidents once a root cause is documented, but it is not invoked until after a problem has been diagnosed and a known error record exists.
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Post-implementation review
Why it's wrong here
A post-implementation review is not a recognized phase within the ITIL Problem Management practice. This activity typically occurs after a change or solution has been deployed, assessing its effectiveness and whether it met its objectives, often as part of the Change Enablement practice or project closure. Problem Management focuses on identifying, diagnosing, and resolving the underlying causes of incidents, not on reviewing the success of implemented solutions in a general sense.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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