Quick Answer
The correct sequence of phases in the ITIL Problem Management practice is Problem Identification, Problem Control, and Error Control. This order is foundational because Problem Identification first detects and logs incidents and problems from the service desk and monitoring tools, then Problem Control performs root cause analysis to determine why the problem occurred, and finally Error Control manages known errors by documenting workarounds and coordinating permanent fixes. On the ITIL 4 Foundation exam, this sequence tests your understanding of the practice’s logical flow, often appearing as a multiple-choice question where distractors might reverse the order or insert a phase like “Incident Management.” A common trap is confusing Error Control with Problem Control, but remember that you must identify the problem before analyzing its cause, and you can only control errors after you know the root cause. To lock this in, use the mnemonic “I-P-E” for Identify, Problem-solve, then Error-handle.
This ITIL4F practice question tests your understanding of itil management practices. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. 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.
Which of the following is the CORRECT sequence of phases in the Problem Management practice?
Problem Control, Error Control, Problem Identification
Why wrong: Identification comes first.
Problem Identification, Error Control, Problem Control
Why wrong: Problem Control (root cause) comes before Error Control.
Problem Identification, Problem Control, Error Control
This is the correct order of phases.
Error Control, Problem Control, Problem Identification
Why wrong: Identification is the first phase.
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 Identification, Problem Control, Error Control
Problem Management has three phases: Problem Identification, Problem Control (root cause analysis), and Error Control (known errors and workarounds). Option B is correct.
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.
Problem Control, Error Control, Problem Identification
Why it's wrong here
Identification comes first.
Problem Identification, Error Control, Problem Control
Why it's wrong here
Problem Control (root cause) comes before Error Control.
Problem Identification, Problem Control, Error Control
Why this is correct
This is the correct order of phases.
Related concept
Read the scenario before looking for a memorised answer.
Error Control, Problem Control, Problem Identification
Why it's wrong here
Identification is the first phase.
Common exam traps
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
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.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
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
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.
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FAQ
ITIL Management Practices — This question tests ITIL Management Practices — Read the scenario before looking for a memorised answer..
The correct answer is: Problem Identification, Problem Control, Error Control — Problem Management has three phases: Problem Identification, Problem Control (root cause analysis), and Error Control (known errors and workarounds). Option B is correct.
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.
Read the scenario before looking for a memorised answer.
About these practice questions
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Same concept, more angles
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. In which phase of Problem Management are known errors created and managed?
mediumWhy C: Known errors are created and managed during the Error Control phase of Problem Management. This phase focuses on documenting known errors in the Known Error Database (KEDB) after root cause analysis is complete, and managing them through their lifecycle until a permanent resolution (e.g., a change via RFC) is implemented. Error Control ensures that workarounds are available and that the known error is tracked for future resolution.
Last reviewed: Jun 21, 2026
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.
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