The correct statements about ITIL Problem Management are that it investigates root causes of incidents and aims to minimize their impact by identifying workarounds. Problem Management is fundamentally a reactive and proactive process focused on diagnosing the underlying causes of one or more incidents, then either resolving the root cause permanently or documenting a known error with a workaround to reduce future disruption. On the ITIL 4 Foundation exam, this question tests your ability to distinguish Problem Management from Incident Management, a common trap where candidates confuse restoring service (Incident Management’s job) with analyzing causes. Remember that Problem Management owns the Known Error Database (KEDB) and works to prevent recurrence, while Incident Management restores normal service operation. A useful memory tip: “Problems find the why, incidents fix the cry.”
ITIL4F ITIL Management Practices Practice Question
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 statements about Problem Management are correct?
It is responsible for restoring normal service operation
Why wrong: That is incident management.
E
It is responsible for maintaining the known error database
Why wrong: Known errors are documented in a known error database, but problem management is not 'responsible for maintaining' it as a primary function; it's a record.
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
It includes root cause analysis to identify the underlying cause of incidents
Problem management focuses on preventing incidents and managing recurring issues. Option A is correct: problem management investigates root causes. Option C is correct: it reduces the impact of incidents by providing workarounds. Option B is wrong: known errors are documented in a known error database. Option D is wrong: incidents are logged in incident records. Option E is wrong: problem management is not responsible for restoring service; that is incident management.
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.
✓
It includes root cause analysis to identify the underlying cause of incidents
Why this is correct
Correct: root cause analysis is a key activity in problem control.
Related concept
Read the scenario before looking for a memorised answer.
✓
It aims to minimize the impact of incidents by identifying workarounds
Why this is correct
Correct: workarounds are part of error control.
Related concept
Read the scenario before looking for a memorised answer.
✗
It focuses on recording and tracking individual incidents
Why it's wrong here
Incident management handles individual incidents.
✗
It is responsible for restoring normal service operation
Why it's wrong here
That is incident management.
✗
It is responsible for maintaining the known error database
Why it's wrong here
Known errors are documented in a known error database, but problem management is not 'responsible for maintaining' it as a primary function; it's a record.
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.
ITIL Management Practices — This question tests ITIL Management Practices — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: It includes root cause analysis to identify the underlying cause of incidents — Problem management focuses on preventing incidents and managing recurring issues. Option A is correct: problem management investigates root causes. Option C is correct: it reduces the impact of incidents by providing workarounds. Option B is wrong: known errors are documented in a known error database. Option D is wrong: incidents are logged in incident records. Option E is wrong: problem management is not responsible for restoring service; that is incident management.
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. Which TWO of the following are activities of the Problem Management practice according to ITIL 4?
medium
A.Fulfilling service requests
B.Restoring service by applying a workaround
C.Authorizing changes
✓ D.Performing root cause analysis
✓ E.Identifying and logging problems
Why D: Problem Management includes problem identification, problem control (root cause analysis), and error control (managing known errors). Logging incidents and fulfilling requests belong to other practices.
Variation 2. A problem has been identified and root cause analysis is underway. According to ITIL 4, which phase of Problem Management is this?
medium
✓ A.Problem control
B.Problem identification
C.Incident control
D.Error control
Why A: Problem control involves root cause analysis and resolution.
Variation 3. A known error has been documented for a recurring application crash. According to ITIL 4, in which phase of Problem Management is this known error created?
medium
A.Problem control
B.Problem identification
✓ C.Error control
D.Incident Management
Why C: Error Control is the phase where known errors are documented and managed, after root cause analysis in Problem Control.
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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