ITIL4F ITIL Management Practices Practice Question
Which of the following is a key activity of Problem Management?
⚠ Common exam trap
Many candidates confuse the goal of Incident Management (restoring service quickly) with the goal of Problem Management (finding root causes), leading them to select Option D.
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
✓
Identifying the root cause of incidents
Problem Management aims to prevent incidents from recurring by identifying and eliminating their root causes. Identifying the root cause of incidents is a core activity of Problem Management, as it enables the creation of known errors and the implementation of permanent solutions. This distinguishes it from Incident Management, which focuses on restoring service quickly.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Identifying the root cause of incidents
Why this is correct
Problem Management's primary objective is to reduce the likelihood and impact of incidents by identifying and resolving their underlying causes. This involves performing root cause analysis (RCA) to understand *why* incidents occur, often after Incident Management has restored service. By proactively eliminating these root causes, Problem Management prevents recurrence and improves overall service stability and reliability.
- ✗
Authorizing changes
Why it's wrong here
Authorizing changes is a core activity within the Change Enablement practice. This practice ensures that changes are properly assessed, approved, and implemented without causing undue disruption to services. Its focus is on maximizing successful service and product changes by managing risk and coordinating various stakeholders, which is distinct from the investigative and preventative nature of Problem Management.
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Fulfilling user requests
Why it's wrong here
Fulfilling user requests, such as providing information, access to services, or standard service components, is the primary function of the Service Request Management practice. This practice aims to provide a quick and efficient channel for users to obtain predefined services, which contrasts sharply with Problem Management's focus on diagnosing and resolving systemic issues that cause incidents.
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Restoring service as quickly as possible
Why it's wrong here
The immediate restoration of normal service operation as quickly as possible is the central objective of the Incident Management practice. This practice focuses on minimizing the adverse impact of incidents on business operations, often through workarounds, to get users back to work promptly. Problem Management, in contrast, takes a longer-term view, investigating the underlying causes *after* service is restored to prevent future incidents.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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