ITIL4F ITIL Management Practices Practice Question
An organization is reviewing its IT service management practices. They find that the same recurring incident is being logged multiple times without investigation. Which practice should address this to prevent recurrence?
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 is responsible for identifying the root cause of incidents and preventing recurrence. Option C (Problem Management) is correct. Incident Management focuses on restoring service, not preventing recurrence. Service Desk logs incidents. Change Enablement manages changes.
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 Enablement
Why it's wrong here
Change Enablement is the ITIL practice focused on maximizing the number of successful service and product changes by ensuring risks are properly assessed, changes are authorized, and the change schedule is managed effectively. Its primary objective is to facilitate the implementation of modifications to services or infrastructure, rather than to investigate the underlying causes of existing service disruptions or incidents. This practice ensures controlled deployment, not diagnostic analysis.
- ✗
Incident Management
Why it's wrong here
Incident Management is the practice dedicated to restoring normal service operation as quickly as possible and minimizing the adverse impact on business operations. Its immediate goal is rapid resolution and the restoration of service functionality, often through workarounds, to get users back to work promptly. However, it does not typically involve detailed investigations into the underlying root causes of incidents, leaving that deeper analysis to other practices.
- ✓
Problem Management
Why this is correct
Problem Management is the ITIL practice specifically designed to reduce the likelihood and impact of incidents by identifying and analyzing the root causes of actual and potential service disruptions. It involves structured investigation, diagnosis, and the identification of workarounds or permanent solutions to prevent the recurrence of incidents. This practice proactively seeks to eliminate underlying issues, thereby improving overall service stability and quality.
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Service Desk
Why it's wrong here
The Service Desk functions as the single point of contact between the service provider and its users, primarily responsible for handling incident logging, service requests, and providing initial support and communication. While it plays a vital role in capturing incident details and facilitating the flow of information, its core function is not to perform in-depth root cause analysis or to develop permanent solutions to systemic problems. It acts as the front line for user interaction and basic issue resolution.
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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. What is the primary focus of Problem Management in ITIL 4?
medium- A.Managing service requests from users
- B.Restoring service as quickly as possible
- C.Implementing changes to IT infrastructure
- ✓ D.Finding underlying causes of incidents
Why D: Problem Management in ITIL 4 focuses on identifying and analyzing the underlying causes of incidents to prevent recurrence or minimize their impact. Option D is correct because this practice aims to diagnose root causes, not just restore service or handle requests, aligning with the ITIL 4 guiding principle of 'Focus on Value' by reducing future disruptions.
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.