ITIL4F ITIL Management Practices Practice Question
An IT team discovers a recurring pattern of errors in a financial application. According to ITIL 4, which practice should be initiated to investigate the root cause?
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 Management
Problem Management identifies the root cause of incidents to prevent recurrence.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Problem Management
Why this is correct
Problem Management is the ITIL practice focused on reducing the likelihood and impact of incidents by identifying and eliminating their root causes. When an IT team discovers a recurring pattern of errors, it indicates an underlying issue that needs investigation beyond just restoring service. This practice involves activities like trend analysis, major problem review, and known error identification to prevent future occurrences and improve service stability.
- ✗
Change Enablement
Why it's wrong here
Change Enablement is the ITIL practice responsible for maximizing the number of successful service and product changes by ensuring risks are properly assessed, authorized, and managed. While a problem might eventually lead to a change, this practice does not involve the initial investigation or root cause analysis of recurring errors. Its primary focus is on the controlled implementation of approved changes, not the diagnostic phase of identifying underlying issues.
- ✗
Service Request Management
Why it's wrong here
Service Request Management supports the agreed quality of a service by handling predefined, user-initiated requests for information, advice, or access to a service component. These requests are typically standardized, low-risk, and often automated, such as password resets or software installations. Discovering a recurring pattern of errors is an operational issue requiring investigation and resolution, which falls outside the scope of fulfilling routine service requests.
- ✗
Incident Management
Why it's wrong here
Incident Management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible. Its primary objective is rapid service restoration, often through workarounds, rather than deep root cause analysis. While an incident might trigger the discovery of a recurring error pattern, Incident Management's focus is on immediate resolution, not the proactive identification and elimination of underlying 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. A known error has been documented and a workaround exists. According to ITIL 4, which practice is responsible for managing the known error?
hard- A.Change Enablement
- B.Service Desk
- ✓ C.Problem Management
- D.Incident Management
Why C: According to ITIL 4, the Problem Management practice is responsible for managing known errors throughout their lifecycle, including documenting the known error record and ensuring a workaround is available. This practice focuses on identifying the root cause of incidents and preventing recurrence, with the known error being a formal record that may include a documented workaround to reduce incident impact.
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.