ITIL4F Key Concepts of ITIL 4 Practice Question
A service desk receives multiple reports of a recurring network issue. Analysts restore service each time by rebooting a router. According to ITIL 4, what should happen next?
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
✓
Raise a problem record to identify the root cause
Since incidents recur, a problem record should be raised to find the root cause and prevent recurrence. Rebooting restores service but doesn't address the underlying cause.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Log a service request for network monitoring
Why it's wrong here
A service request is an ITIL practice for handling pre-defined, routine user requests for information, advice, or access to a service, often with a standard fulfillment process. Recurring network issues, however, represent a deviation from normal service operation, classifying them as incidents that indicate an underlying problem. Logging a service request for monitoring miscategorizes the situation, bypassing the necessary investigation and resolution processes for service disruption.
- ✗
Close the incidents as resolved
Why it's wrong here
Prematurely closing incidents without identifying and addressing their underlying root cause is a critical error in IT service management. This action provides only a temporary alleviation of symptoms, guaranteeing the recurrence of the same network issues, which will lead to continued service disruption and user dissatisfaction. Effective incident management requires ensuring the service is truly restored, and recurring patterns demand escalation to problem management for a permanent solution.
- ✓
Raise a problem record to identify the root cause
Why this is correct
Multiple reports of a recurring network issue are a clear indicator of an underlying problem, not merely isolated incidents. ITIL's Problem Management practice is specifically designed to identify the root causes of incidents, reduce their likelihood and impact, and prevent their recurrence. Raising a problem record initiates a structured investigation to find and resolve the fundamental issue, leading to long-term service stability and improved service quality.
- ✗
Submit a change request to replace the router
Why it's wrong here
While replacing a component like a router might ultimately be part of a solution, submitting a change request without first conducting a thorough problem investigation is premature and potentially wasteful. ITIL's Change Enablement practice requires a clear understanding of the change's necessity, its potential impact, and a justified reason, which typically emerges from root cause analysis performed by Problem Management. Acting without this understanding risks misdiagnosing the issue or introducing new problems.
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Same concept, more angles
1 more way this is tested on ITIL4F
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. During a major incident, the IT team implements a temporary workaround to restore service. Later, a permanent fix is applied. Which ITIL 4 practice is primarily responsible for ensuring the permanent fix is identified and applied?
hard- A.Change Management
- B.Service Desk
- ✓ C.Problem Management
- D.Incident Management
Why C: Problem Management is the ITIL 4 practice responsible for identifying the root cause of incidents and ensuring permanent fixes are developed and applied. In this scenario, the temporary workaround is an Incident Management action, but the permanent fix requires Problem Management to conduct root cause analysis (RCA) and coordinate the implementation of a known error resolution.
JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This ITIL4F practice question is part of Courseiva's free PeopleCert 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 ITIL4F exam.