This ITIL4F practice question tests your understanding of itil management practices. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. 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.
Which practice in ITIL 4 includes the activities of problem identification, problem control, and error control?
Incident Management
Why wrong: Incident Management focuses on restoring service, not root cause analysis.
Change Enablement
Why wrong: Change Enablement manages changes, not problems.
Service Level Management
Why wrong: Service Level Management manages SLAs.
Problem Management
Problem Management includes problem identification, problem control, and error control.
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 Management
Option D is correct because Problem Management is the ITIL 4 practice specifically designed to manage the lifecycle of all problems. Its core activities are problem identification (detecting and logging problems), problem control (analyzing and documenting workarounds and root causes), and error control (managing known errors through the lifecycle until a permanent resolution is implemented).
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.
Incident Management
Why it's wrong here
Incident Management focuses on restoring service, not root cause analysis.
Change Enablement
Why it's wrong here
Change Enablement manages changes, not problems.
Service Level Management
Why it's wrong here
Service Level Management manages SLAs.
Problem Management
Why this is correct
Problem Management includes problem identification, problem control, and error control.
Related concept
Read the scenario before looking for a memorised answer.
Common exam traps
The trap here is that candidates confuse Incident Management's focus on restoring service quickly with Problem Management's focus on finding and fixing root causes, especially since both practices handle service disruptions.
Detailed technical explanation
In ITIL 4, Problem Control involves diagnosing the root cause of problems using techniques like Kepner-Tregoe or 5 Whys, while Error Control manages known errors in the Known Error Database (KEDB) and coordinates with Change Enablement to implement permanent fixes. A real-world scenario is when a recurring network outage is identified as a problem, analyzed to find a faulty switch firmware, and the known error is tracked until a vendor patch is deployed via a change request.
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
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FAQ
ITIL Management Practices — This question tests ITIL Management Practices — Read the scenario before looking for a memorised answer..
The correct answer is: Problem Management — Option D is correct because Problem Management is the ITIL 4 practice specifically designed to manage the lifecycle of all problems. Its core activities are problem identification (detecting and logging problems), problem control (analyzing and documenting workarounds and root causes), and error control (managing known errors through the lifecycle until a permanent resolution is implemented).
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
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