ITIL4F ITIL Management Practices Practice Question
Which THREE of the following are key activities of Problem Management?
⚠ Common exam trap
Many candidates confuse the activities of Problem Management with those of Incident Management or Change Enablement, as candidates often mistakenly select 'restoring service' (an Incident Management goal) or 'authorizing changes' (a Change Enablement task) as Problem Management activities.
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 Management is the ITIL practice responsible for managing the lifecycle of problems, and its core activities include problem identification (option B), which involves detecting and logging problems from incident trends, monitoring alerts, or supplier notifications so they can be investigated. It also performs root cause analysis (option E), using techniques such as the 5 Whys, Kepner-Tregoe, or Ishikawa diagrams to determine the underlying cause of one or more incidents. Once the cause is understood, Problem Management creates known error records (option C) documenting the problem, its root cause, and any workaround, which are stored in the known error database to support faster future incident resolution. Option A, restoring service as quickly as possible, is an Incident Management objective, not a Problem Management activity. Option D, authorizing changes, belongs to Change Enablement (Change Management), which reviews and approves changes via the change authority, even though Problem Management may raise an RFC to implement a permanent fix.
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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Restoring service as quickly as possible
Why it's wrong here
Restoring service as quickly as possible is the primary objective of Incident Management, which focuses on minimizing the impact of incidents by getting services back to operational status. This practice prioritizes rapid resolution, often utilizing temporary workarounds, to ensure business continuity. In contrast, Problem Management aims to identify and address the underlying causes of incidents to prevent their recurrence, rather than just treating the symptoms.
- ✓
Problem identification
Why this is correct
Problem identification is a crucial initial activity in Problem Management, involving the detection of potential problems through various means. This often includes trend analysis of recurring incidents, review of monitoring alerts, analysis of supplier reports, or direct input from service desk agents recognizing patterns. Proactive identification helps prevent future incidents and reduce their overall impact on services.
- ✓
Creating known error records
Why this is correct
Creating known error records is a key activity within the error control phase of Problem Management, occurring once the root cause of a problem has been identified and a workaround established. A known error record documents the problem, its root cause, and any temporary solutions or workarounds, enabling faster resolution of future incidents related to that problem. This record is vital for improving incident resolution efficiency and informing future permanent solutions.
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Authorizing changes
Why it's wrong here
Authorizing changes is a core responsibility of the Change Enablement practice, which ensures that all proposed changes are properly assessed, approved, and scheduled before implementation. While Problem Management may propose changes as solutions to identified problems, the actual authorization process falls under Change Enablement to manage risk and minimize disruption. This separation ensures proper governance and coordination across the service lifecycle.
- ✓
Root cause analysis
Why this is correct
Root cause analysis is a fundamental activity within the problem control phase of Problem Management, focused on delving beyond symptoms to uncover the ultimate underlying causes of problems. Techniques such as the '5 Whys,' Ishikawa diagrams, or fault tree analysis are employed to systematically investigate and determine why an incident or series of incidents occurred. Understanding the root cause is essential for developing effective permanent solutions and preventing recurrence.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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