The answer is that the problem report led to a permanent resolution that should prevent similar incidents. This is correct because in ITIL 4, a problem report is designed to identify the root cause of one or more incidents and then drive a permanent fix—such as a code change or configuration update—rather than merely applying a temporary workaround. The key distinction here is that a workaround reduces or eliminates the impact of an incident without addressing its underlying cause, whereas a permanent resolution eliminates the root cause entirely, preventing recurrence. On the ITIL 4 Foundation exam, this concept tests your understanding of the problem management practice’s goal: to minimize the adverse impact of incidents and prevent them from happening again. A common trap is confusing a known error with a workaround; remember that a known error is documented after root cause analysis, but the permanent resolution is what actually stops future incidents. Memory tip: “Permanent prevents, workaround waits.”
ITIL4F The ITIL Service Value System Practice Question
This ITIL4F practice question tests your understanding of the itil service value system. This is a configuration task: choose the command set that satisfies every stated requirement. Small differences — like 'secret' vs 'password' or 'transport input ssh' vs 'all' — change whether the answer is correct. 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.
Exhibit
Refer to the exhibit.
Incident Report:
Incident ID: INC-45678
Priority: High
Category: Application
Description: Users unable to access CRM system after patch deployment.
Resolution: Rolled back patch; service restored.
Root Cause: Patch conflict with existing configuration.
Workaround: None.
Problem Report:
Problem ID: PRB-12345
Category: Application
Description: Recurring CRM access issues after patches.
Root Cause: Incompatibility between CRM and security patches.
Workaround: Test patches in staging environment before production.
Resolution: Implemented automated patch testing in CI/CD pipeline.
Based on the exhibit, which statement best describes the relationship between the incident and problem reports?
Clue words in this question
Noticing these words before you look at the options changes how you read each choice.
Clue: "best"
Why it matters: Signals that multiple options may be partially correct. Choose the option that most directly solves the exact problem described, not the one that sounds most complete.
Refer to the exhibit.
Incident Report:
Incident ID: INC-45678
Priority: High
Category: Application
Description: Users unable to access CRM system after patch deployment.
Resolution: Rolled back patch; service restored.
Root Cause: Patch conflict with existing configuration.
Workaround: None.
Problem Report:
Problem ID: PRB-12345
Category: Application
Description: Recurring CRM access issues after patches.
Root Cause: Incompatibility between CRM and security patches.
Workaround: Test patches in staging environment before production.
Resolution: Implemented automated patch testing in CI/CD pipeline.
A
The problem report led to a permanent resolution that should prevent similar incidents.
Problem management identified the root cause and implemented a permanent fix (automated patch testing).
B
The problem report provided a temporary workaround to resolve the incident.
Why wrong: The problem report's workaround was for testing, not for resolving the incident.
C
The incident was resolved by implementing the workaround from the problem report.
Why wrong: The incident was resolved by rollback, not by the workaround.
D
The incident caused the problem, so problem management closed the problem as duplicate.
Why wrong: The problem was identified as a known issue, not caused by the incident.
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
The problem report led to a permanent resolution that should prevent similar incidents.
Option A is correct because the exhibit shows that the problem report identified a permanent resolution (e.g., a code fix or configuration change) that was implemented, which should prevent recurrence of similar incidents. In ITIL 4, a problem report leads to a known error and a permanent fix, not just a workaround, aligning with the goal of incident prevention.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
✓
The problem report led to a permanent resolution that should prevent similar incidents.
Why this is correct
Problem management identified the root cause and implemented a permanent fix (automated patch testing).
Clue confirmation
The clue word "best" in the question point toward this answer.
Related concept
Read the scenario before looking for a memorised answer.
✗
The problem report provided a temporary workaround to resolve the incident.
Why it's wrong here
The problem report's workaround was for testing, not for resolving the incident.
✗
The incident was resolved by implementing the workaround from the problem report.
Why it's wrong here
The incident was resolved by rollback, not by the workaround.
✗
The incident caused the problem, so problem management closed the problem as duplicate.
Why it's wrong here
The problem was identified as a known issue, not caused by the incident.
Common exam traps
Common exam trap: answer the scenario, not the keyword
The trap here is that candidates confuse a workaround with a permanent resolution, assuming that any fix applied to an incident is a workaround, when in fact the problem report's resolution is a permanent change that prevents future incidents.
Detailed technical explanation
How to think about this question
In ITIL 4, problem management distinguishes between workarounds (temporary fixes documented in known error records) and permanent resolutions (changes that eliminate the root cause). The exhibit likely shows a timeline where the problem report was raised after incident analysis, leading to a change request (RFC) that deployed a permanent fix, such as a software patch or configuration update, which prevents future incidents. This aligns with the ITIL 4 practice of proactive problem management to reduce incident recurrence.
KKey Concepts to Remember
Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.
TExam Day Tips
→Watch for words such as best, first, most likely and least administrative effort.
→Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A practitioner preparing for the ITIL4F exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
What to study next
Got this wrong? Here's your next step.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
The ITIL Service Value System — This question tests The ITIL Service Value System — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: The problem report led to a permanent resolution that should prevent similar incidents. — Option A is correct because the exhibit shows that the problem report identified a permanent resolution (e.g., a code fix or configuration change) that was implemented, which should prevent recurrence of similar incidents. In ITIL 4, a problem report leads to a known error and a permanent fix, not just a workaround, aligning with the goal of incident prevention.
What should I do if I get this ITIL4F question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Are there clue words in this question I should notice?
Yes — watch for: "best". Signals that multiple options may be partially correct. Choose the option that most directly solves the exact problem described, not the one that sounds most complete.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Question Discussion
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