ITIL4F Four Dimensions of IT Service Management Practice Question
A recurring issue with a software application has caused multiple incidents. Which record should be raised to investigate the underlying cause?
⚠ Common exam trap
Watch out — candidates often confuse 'incident record' (restore service) with 'problem record' (find root cause), especially when the question mentions 'recurring' incidents, which is the classic trigger for problem management.
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
✓
Problem record
A problem record is specifically designed in ITIL 4 to manage the investigation and diagnosis of the underlying cause of one or more incidents. Since the question describes a recurring issue causing multiple incidents, raising a problem record is the correct action to perform root cause analysis (RCA) and prevent future occurrences.
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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Change request
Why it's wrong here
A change request is a formal proposal to implement a modification to a service, product, or component. It is raised *after* a solution or modification has been identified and approved, not as a mechanism for initial investigation into a recurring issue. Its purpose is to control the lifecycle of all changes, ensuring they are assessed, authorized, and implemented safely and efficiently.
- ✗
Service request
Why it's wrong here
A service request is a formal request from a user for something standard and pre-defined, such as information, provision of a service component, or access to a service. It focuses on fulfilling a user's specific need according to established procedures, rather than initiating an investigation into an underlying systemic problem. Therefore, it is not the appropriate record type for addressing a recurring issue that requires root cause analysis.
- ✓
Problem record
Why this is correct
A problem record is specifically created to manage the lifecycle of a problem, which is defined as a cause, or potential cause, of one or more incidents. Its primary objective is to identify the root cause of recurring incidents, prevent future incidents, and minimize the impact of incidents that cannot be prevented. This involves structured investigation, diagnosis, and the identification of workarounds and known errors, making it the correct choice for a recurring software issue.
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Incident record
Why it's wrong here
An incident record documents an unplanned interruption to a service or a reduction in the quality of a service. The immediate goal of incident management is to restore normal service operation as quickly as possible, typically focusing on a temporary workaround or quick fix for an individual event. It is not designed for deep, investigative root cause analysis of *recurring* issues, but rather for managing single service disruptions.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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