Quick Answer
The answer is Problem Control, along with Problem Identification and Error Control, as the three phases of Problem Management in ITIL 4. This is correct because ITIL 4 defines Problem Management as a structured process that moves from detecting and logging problems in the Problem Identification phase, through analyzing root causes in Problem Control, to managing known errors until a permanent resolution is implemented in Error Control. On the ITIL 4 Foundation exam, this question tests your ability to distinguish the core phases from supporting activities like workarounds or incident logging; a common trap is confusing “Problem Control” with “Change Control” or assuming “Root Cause Analysis” is a separate phase. To remember the three phases, think of the sequence: find it (Identification), fix the cause (Control), and finalize the error (Error Control).
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 TWO of the following are phases of Problem Management?
Incident Resolution
Why wrong: This is part of Incident Management.
Problem Identification
This is the first phase.
Event Classification
Why wrong: This is part of Monitoring and Event Management.
Problem Control
This includes root cause analysis.
Service Desk
Why wrong: Service Desk is a practice, not a 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 Identification is a core phase of Problem Management because it involves detecting and logging problems before they are analyzed. In ITIL 4, Problem Management consists of three phases: Problem Identification, Problem Control, and Error Control. Problem Identification ensures that problems are formally recognized, often through trend analysis of incidents or proactive monitoring, so that root causes can be addressed.
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.
Incident Resolution
Why it's wrong here
This is part of Incident Management.
Problem Identification
Why this is correct
This is the first phase.
Related concept
Read the scenario before looking for a memorised answer.
Event Classification
Why it's wrong here
This is part of Monitoring and Event Management.
Problem Control
Why this is correct
This includes root cause analysis.
Related concept
Read the scenario before looking for a memorised answer.
Service Desk
Why it's wrong here
Service Desk is a practice, not a phase.
Common exam traps
The trap here is that candidates confuse the phases of Problem Management with other ITIL practices, such as Incident Management or Event Management, because all involve handling issues but have distinct objectives and workflows.
Detailed technical explanation
Under the hood, Problem Identification relies on data from the Incident Management system, such as recurring incidents with similar symptoms, to trigger a problem record. For example, if a network switch repeatedly drops packets, Problem Identification would log a problem based on incident patterns, leading to Problem Control where root cause analysis (e.g., using RFC 792 ICMP diagnostics) is performed. This proactive approach prevents future incidents by addressing underlying faults rather than just restoring service.
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
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ITIL Management Practices — study guide chapter
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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 Identification is a core phase of Problem Management because it involves detecting and logging problems before they are analyzed. In ITIL 4, Problem Management consists of three phases: Problem Identification, Problem Control, and Error Control. Problem Identification ensures that problems are formally recognized, often through trend analysis of incidents or proactive monitoring, so that root causes can be addressed.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Read the scenario before looking for a memorised answer.
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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. An IT team is investigating a recurring network outage. They have identified the root cause as a faulty router configuration. In which phase of Problem Management are they operating?
hardWhy D: Problem Control is the phase where root cause analysis is performed and the root cause is identified. Problem Identification is the first phase (detecting problems), and Error Control is the phase where known errors are managed and workarounds are created.
Last reviewed: Jun 24, 2026
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