Quick Answer
The answer is a problem record. In ITIL 4, the distinction between a recurring issue problem record vs incident is foundational: an incident record is used to restore normal service operation after a disruption, while a problem record is raised to investigate the underlying cause of one or more incidents. Because the scenario describes a recurring issue that has already caused multiple incidents, the correct action is to log a problem record to perform root cause analysis and prevent future occurrences. On the ITIL 4 Foundation exam, this question tests your understanding of the problem management practice and its purpose, often appearing as a trap where candidates mistakenly choose to raise another incident or a known error record. A common memory tip is to think of incidents as symptoms and problems as the disease—you treat the symptom with an incident, but you investigate the disease with a problem. Remember: if it’s happening more than once, it’s time for a problem record.
This ITIL4F practice question tests your understanding of four dimensions of it service management. 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 recurring issue with a software application has caused multiple incidents. Which record should be raised to investigate the underlying cause?
Change request
Why wrong: A change request is to implement a fix, not investigate.
Service request
Why wrong: Service requests are for standard fulfiments.
Problem record
A problem seeks to find the root cause of recurring incidents.
Incident record
Why wrong: Incidents are for individual service disruptions, not root cause investigation.
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 record
A problem record is specifically designed in ITIL 4 to manage the investigation and diagnosis of the underlying cause of one or more incidents. Since the question describes a recurring issue causing multiple incidents, raising a problem record is the correct action to perform root cause analysis (RCA) and prevent future occurrences.
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.
Change request
Why it's wrong here
A change request is to implement a fix, not investigate.
Service request
Why it's wrong here
Service requests are for standard fulfiments.
Problem record
Why this is correct
A problem seeks to find the root cause of recurring incidents.
Related concept
Read the scenario before looking for a memorised answer.
Incident record
Why it's wrong here
Incidents are for individual service disruptions, not root cause investigation.
Common exam traps
The trap here is that candidates confuse 'incident record' (restore service) with 'problem record' (find root cause), especially when the question mentions 'recurring' incidents, which is the classic trigger for problem management.
Detailed technical explanation
In ITIL 4, the problem management practice distinguishes between 'problem' (unknown cause) and 'known error' (cause identified and workaround available). A problem record triggers activities like root cause analysis (RCA) using techniques such as Kepner-Tregoe or 5 Whys, and may later lead to a known error record (KEDB entry) and a change request for a permanent fix. This separation ensures incident resolution speed is not compromised by lengthy diagnostic work.
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 exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
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FAQ
Four Dimensions of IT Service Management — This question tests Four Dimensions of IT Service Management — Read the scenario before looking for a memorised answer..
The correct answer is: Problem record — A problem record is specifically designed in ITIL 4 to manage the investigation and diagnosis of the underlying cause of one or more incidents. Since the question describes a recurring issue causing multiple incidents, raising a problem record is the correct action to perform root cause analysis (RCA) and prevent future occurrences.
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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Last reviewed: Jun 24, 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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