The correct answer is to analyze the incidents to identify the root cause and define a workaround. This is the right next step because the problem manager’s role is to perform root cause analysis after incident resolution, especially when a single problem record links multiple related incidents. Restarting the mail server resolved the immediate symptom, but the three linked incidents signal a deeper, recurring issue that requires problem management root cause analysis to prevent future disruptions. On the ITIL 4 Foundation exam, this scenario tests your understanding of the distinction between incident management (restoring service quickly) and problem management (finding and fixing the underlying cause). A common trap is to think the job is done once the incident is resolved, but the problem record’s existence demands further investigation. Remember the memory tip: “Incidents fix the fire; problems find the fuse.”
ITIL4F ITIL Management Practices Practice Question
This ITIL4F practice question tests your understanding of itil management practices. 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.
Exhibit
Refer to the exhibit.
Incident Report:
Incident ID: INC-001
Service: Email Service
Priority: High
Status: Resolved
Resolution: Restarted mail server; root cause not identified
Problem Record:
Problem ID: PRB-001
Incident(s): INC-001, INC-002, INC-003
Status: Under Investigation
Root Cause: Pending
Workaround: None
Refer to the exhibit. The service desk has resolved a high-priority incident by restarting the mail server, but the problem record shows three related incidents. What should the problem manager do next?
Refer to the exhibit.
Incident Report:
Incident ID: INC-001
Service: Email Service
Priority: High
Status: Resolved
Resolution: Restarted mail server; root cause not identified
Problem Record:
Problem ID: PRB-001
Incident(s): INC-001, INC-002, INC-003
Status: Under Investigation
Root Cause: Pending
Workaround: None
A
Analyze the incidents to identify the root cause and define a workaround
Problem Management should analyze incidents to find root cause and propose a workaround.
B
Escalate the problem to a higher priority
Why wrong: Escalating priority does not solve the problem; it may be already appropriately prioritized.
C
Close the problem record as the incidents are resolved
Why wrong: Closing the record without root cause analysis would not prevent future incidents.
D
Implement a permanent solution immediately
Why wrong: A permanent solution requires root cause identification; it cannot be implemented immediately without analysis.
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Analyze the incidents to identify the root cause and define a workaround
Option A is correct because the problem manager's role is to analyze incidents linked to a problem record to identify the underlying root cause, not just resolve individual incidents. Restarting the mail server resolved the symptoms (the high-priority incident), but the problem record shows three related incidents, indicating a recurring underlying issue that requires root cause analysis (RCA) to prevent future occurrences. Defining a workaround is a standard interim step before a permanent solution is implemented, aligning with ITIL 4's problem management practice.
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.
✓
Analyze the incidents to identify the root cause and define a workaround
Why this is correct
Problem Management should analyze incidents to find root cause and propose a workaround.
Related concept
Read the scenario before looking for a memorised answer.
✗
Escalate the problem to a higher priority
Why it's wrong here
Escalating priority does not solve the problem; it may be already appropriately prioritized.
✗
Close the problem record as the incidents are resolved
Why it's wrong here
Closing the record without root cause analysis would not prevent future incidents.
✗
Implement a permanent solution immediately
Why it's wrong here
A permanent solution requires root cause identification; it cannot be implemented immediately without analysis.
Common exam traps
Common exam trap: answer the scenario, not the keyword
The trap here is that candidates assume resolving the high-priority incident means the problem is solved, but ITIL 4 explicitly requires problem analysis to continue until the root cause is identified, even if incidents are temporarily fixed.
Detailed technical explanation
How to think about this question
In ITIL 4, problem management distinguishes between incident resolution (restoring service) and problem resolution (eliminating the root cause). The problem manager should use techniques like Kepner-Tregoe analysis or 5 Whys to trace the three incidents to a common underlying cause—for example, a memory leak in the mail server's SMTP service (RFC 5321) that triggers repeated crashes. Defining a workaround, such as a scheduled restart script, reduces business impact while a permanent fix (e.g., a patch or configuration change) is developed through the change enablement practice.
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.
TExam Day Tips
→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 exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
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: Analyze the incidents to identify the root cause and define a workaround — Option A is correct because the problem manager's role is to analyze incidents linked to a problem record to identify the underlying root cause, not just resolve individual incidents. Restarting the mail server resolved the symptoms (the high-priority incident), but the problem record shows three related incidents, indicating a recurring underlying issue that requires root cause analysis (RCA) to prevent future occurrences. Defining a workaround is a standard interim step before a permanent solution is implemented, aligning with ITIL 4's problem management practice.
What should I do if I get this ITIL4F question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Question Discussion
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