This ITIL4F practice question tests your understanding of key concepts of itil 4. The scenario asks you to isolate a root cause — eliminate options that address a different problem before choosing. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
A software company is using ITIL 4 to improve its incident management process. Currently, incidents are resolved but often require significant rework, leading to delays. Which practice should the company focus on to address this issue?
Change Enablement
Why wrong: Manages changes, not incident recurrence.
Incident Management
Why wrong: Focuses on restoring service, not preventing recurrence.
Service Desk
Why wrong: Single point of contact, not root cause analysis.
Problem Management
Identifies root causes to prevent incidents and rework.
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
Problem Management
Problem Management (D) is the correct practice because the issue of recurring rework and delays indicates underlying root causes that are not being addressed. Problem Management focuses on identifying and eliminating the root causes of incidents, which reduces the need for rework and prevents future incidents, directly improving efficiency.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
For each option: why learners choose it and why it is or isn't the right answer here.
Change Enablement
Why it's wrong here
Manages changes, not incident recurrence.
Incident Management
Why it's wrong here
Focuses on restoring service, not preventing recurrence.
Service Desk
Why it's wrong here
Single point of contact, not root cause analysis.
Problem Management
Why this is correct
Identifies root causes to prevent incidents and rework.
Related concept
Read the scenario before looking for a memorised answer.
Common exam traps
The trap here is that candidates often confuse Incident Management (restoring service quickly) with Problem Management (preventing recurrence), and choose Incident Management because it seems directly related to resolving incidents, missing that the question specifically asks about reducing rework and delays caused by recurring issues.
Detailed technical explanation
Under ITIL 4, Problem Management includes both reactive and proactive activities: reactive problem management investigates incidents that have already occurred, while proactive problem management seeks to prevent incidents by analyzing trends and identifying weaknesses. In a software company, this could involve analyzing incident records to find common error codes or patterns in code commits, then implementing permanent fixes or code reviews to eliminate the root cause. Real-world scenarios often involve using a Known Error Database (KEDB) to document workarounds and permanent solutions, which reduces rework by ensuring that the same incident does not require repeated investigation.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
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What to study next
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FAQ
Key Concepts of ITIL 4 — This question tests Key Concepts of ITIL 4 — Read the scenario before looking for a memorised answer..
The correct answer is: Problem Management — Problem Management (D) is the correct practice because the issue of recurring rework and delays indicates underlying root causes that are not being addressed. Problem Management focuses on identifying and eliminating the root causes of incidents, which reduces the need for rework and prevents future incidents, directly improving efficiency.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Read the scenario before looking for a memorised answer.
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Last reviewed: Jun 11, 2026
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