ITIL4F ITIL Management Practices Practice Question
Which of the following is the CORRECT sequence of phases in the Problem Management practice?
⚠ Common exam trap
Many candidates confuse the order of Problem Control and Error Control, mistakenly thinking Error Control comes first because it sounds like 'fixing errors,' but in ITIL 4, Error Control follows Problem Control after root cause is established.
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
✓
Problem Identification, Problem Control, Error Control
The correct sequence in the Problem Management practice is Problem Identification, Problem Control, and Error Control. Problem Identification detects and logs problems from incidents or proactive analysis; Problem Control performs root cause analysis and documents workarounds; Error Control manages known errors through the lifecycle until a permanent resolution is implemented. This order ensures that problems are first recognized, then analyzed, and finally resolved.
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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Problem Control, Error Control, Problem Identification
Why it's wrong here
This sequence is incorrect because Problem Identification is the essential initial phase in ITIL Problem Management. Before any control activities, such as Problem Control or Error Control, can be effectively initiated, the problem itself must first be detected, logged, and categorized. Placing control phases before identification creates an illogical and unmanageable workflow, as there would be no defined problem to address or mitigate.
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Problem Identification, Error Control, Problem Control
Why it's wrong here
While Problem Identification correctly initiates the process, this sequence incorrectly places Error Control before Problem Control. In ITIL 4, Problem Control is dedicated to understanding the root cause of a problem and managing temporary workarounds to reduce impact. Error Control, conversely, focuses on implementing permanent solutions for known errors. Therefore, identifying the root cause and managing the problem (Problem Control) must logically precede the permanent resolution of the error (Error Control).
- ✓
Problem Identification, Problem Control, Error Control
Why this is correct
This sequence accurately represents the phases of ITIL Problem Management. Problem Identification is the crucial first step, involving the detection and logging of problems. This is followed by Problem Control, which focuses on root cause analysis and managing workarounds to minimize the impact of unresolved problems. Finally, Error Control is executed to implement permanent solutions for known errors, thereby preventing recurrence and reducing future incidents.
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Error Control, Problem Control, Problem Identification
Why it's wrong here
This option presents an incorrect and inverted order of Problem Management phases. Commencing with Error Control or Problem Control before Problem Identification is fundamentally flawed, as there would be no formally recognized or documented problem to manage. Problem Identification is the foundational activity where problems are first recognized, recorded, and prioritized, providing the necessary input for all subsequent analysis and resolution efforts.
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Written by Johnson Ajibi, MSc IT Security
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