The answer is to raise a problem record to identify the root cause. This is correct because ITIL 4 distinguishes between an incident—an unplanned interruption that requires restoring service quickly—and a problem, which is the underlying cause of one or more incidents. Since rebooting the router only restores service without addressing why the issue keeps recurring, the next step must shift from incident management to problem management to prevent future disruptions. On the ITIL 4 Foundation exam, this scenario tests your understanding of the incident vs problem lifecycle: a single event is an incident, but multiple related events signal a problem. A common trap is to think that restoring service is sufficient, but the exam emphasizes that problem records are raised for recurring incidents to find permanent fixes. Remember the memory tip: “Incidents are fires to put out; problems are the faulty wiring causing them.”
ITIL4F Key Concepts of ITIL 4 Practice Question
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 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 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.
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.
✗
Log a service request for network monitoring
Why it's wrong here
Service requests are for pre-approved actions; this is a problem.
✗
Close the incidents as resolved
Why it's wrong here
Closing without investigation will lead to further incidents; root cause must be found.
✓
Raise a problem record to identify the root cause
Why this is correct
Recurring incidents indicate a problem; root cause analysis is needed.
Related concept
Read the scenario before looking for a memorised answer.
✗
Submit a change request to replace the router
Why it's wrong here
A change may be the solution, but first a problem should be raised to understand the cause.
Common exam traps
Common exam trap: answer the scenario, not the keyword
Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.
Detailed technical explanation
How to think about this question
This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.
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.
Use explanations to understand the rule behind the answer.
TExam Day Tips
→Underline the problem statement mentally.
→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 ITIL4F exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
Key Concepts of ITIL 4 — This question tests Key Concepts of ITIL 4 — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: 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.
What should I do if I get this ITIL4F question wrong?
Identify which ITIL4F exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
About these practice questions
Courseiva creates original exam-style practice questions with explanations and wrong-answer analysis. It does not publish real exam questions, exam dumps, or protected exam content. Learn why practice questions differ from exam dumps →
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 responsible for identifying the root cause of incidents and ensuring permanent fixes are applied. Incident Management focuses on restoring service quickly, often via workarounds.
Last reviewed: Jun 21, 2026
Question Discussion
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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.
Question Discussion
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