ITIL4F ITIL Management Practices Practice Question
Which of the following is a key activity in the Problem Management practice?
⚠ Common exam trap
ITIL4F often tests the confusion between Incident Management and Problem Management — candidates must remember that Incident Management restores service (often via workarounds), while Problem Management identifies root causes and documents known errors in the KEDB.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Documenting known errors and workarounds in the Known Error Database
A key activity in Problem Management is documenting known errors and workarounds in the Known Error Database (KEDB). Problem Management focuses on identifying root causes of incidents and managing workarounds and known errors to reduce their impact. The KEDB is a central repository that helps the Service Desk resolve incidents faster by applying documented workarounds.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
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Authorizing and scheduling emergency changes
Why it's wrong here
Authorizing and scheduling emergency changes is a core function of the Change Enablement practice. This practice ensures that changes to services and products are managed effectively, minimizing risk and impact on live services. While Problem Management might identify the need for a change to resolve a known error, the actual approval and scheduling of that change, especially an emergency one, falls squarely within Change Enablement's scope, often involving a Change Authority or Emergency Change Advisory Board (ECAB).
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Fulfilling a password reset request from a user
Why it's wrong here
Fulfilling a password reset request is a classic example of a Service Request Management activity. This practice handles pre-defined, routine requests from users for information, advice, or access to a service, which are typically low-risk and frequently occur. Unlike problems, which are the unknown causes of incidents, a password reset is a standard, expected interaction, often automated or handled by the service desk following established procedures.
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Restoring service as quickly as possible using a workaround
Why it's wrong here
Restoring service as quickly as possible using a workaround is the primary objective of Incident Management. This practice focuses on minimizing the negative impact of incidents by restoring normal service operation as fast as possible, often through temporary measures. While Problem Management seeks to understand and eliminate the root cause, Incident Management prioritizes immediate service restoration, frequently deploying temporary solutions or workarounds to get users back to productivity.
- ✓
Documenting known errors and workarounds in the Known Error Database
Why this is correct
Documenting known errors and workarounds in the Known Error Database is a critical activity within the Error Control phase of Problem Management. Once a problem's root cause has been identified and a temporary solution developed, recording this information allows for quicker incident resolution in the future and prevents recurrence. This database serves as a vital knowledge base, enabling efficient incident diagnosis and providing interim solutions until a permanent fix is implemented.
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Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official PeopleCert exam blueprint
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