ITIL4F ITIL Management Practices Practice Question
Which practice in ITIL 4 includes the activities of problem identification, problem control, and error control?
⚠ Common exam trap
Many exam-takers 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.
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 Management
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).
Answer analysis
Option-by-option breakdown
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 restores normal service operation quickly through workarounds; it does not own problem identification, problem control or error control, which sit within Problem Management. Incident Management is tempting because incidents often trigger problem investigation, but its purpose is resolution, not root-cause elimination.
- ✗
Change Enablement
Why it's wrong here
Change Enablement authorises and schedules changes through change models and change authorities; it does not perform problem identification, problem control or error control. It is tempting because problem fixes frequently require a change, yet the diagnosis and error-control activities belong to Problem Management.
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Service Level Management
Why it's wrong here
Service Level Management negotiates, monitors and reports service levels against agreements; it performs none of problem identification, problem control or error control. It is tempting because breaches may prompt investigation, but those three activities are defined within Problem Management.
- ✓
Problem Management
Why this is correct
Problem Management owns the full lifecycle: identifying problems, controlling them through root cause analysis, and managing known errors. These three activities map directly to the practice's scope, distinguishing it from Incident Management, which restores service.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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