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ITIL4F ITIL Management Practices Practice Question

Which THREE of the following are key activities of the Problem Management practice?

⚠ Common exam trap

Candidates often confuse the activities of Incident Management (like Incident Resolution) with Problem Management, or mistake Change Authorization as part of Problem Management, when it strictly belongs to Change Enablement.

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

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Problem identification

Problem identification (A) is a core Problem Management activity because it detects and logs problems — often by analyzing incident trends and recurring patterns — so their root causes can be investigated. Error control (B) is correct because it covers managing known errors throughout their lifecycle, including recording them in the known error database, assessing workarounds, and tracking them until a permanent fix is implemented. Problem control (D) is correct because it is the activity of investigating and analyzing problems to determine root causes and identify permanent solutions. Change authorization (C) belongs to Change Enablement (change control), which assesses and authorizes changes, not to Problem Management. Incident resolution (E) belongs to Incident Management, whose goal is to restore service quickly, whereas Problem Management focuses on eliminating the underlying causes of incidents.

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 identification
Why this is correct
Problem identification is a foundational activity in Problem Management, focusing on detecting and logging potential problems. This often involves analyzing incident trends, reviewing monitoring alerts, or receiving direct reports from users and technical staff to proactively identify recurring issues and their root causes.
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Error control
Why this is correct
Error control is a critical Problem Management activity that focuses on managing known errors, which are problems with an identified root cause and a documented workaround. This involves developing and implementing permanent solutions to eliminate the error, thereby preventing future incidents and improving service stability.
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Change authorization
Why it's wrong here
Change authorization is a distinct activity within the Change Enablement practice, responsible for reviewing and approving proposed changes to ensure they are properly assessed, planned, and will not introduce new risks. While Problem Management may initiate change requests to implement permanent solutions, the authorization itself is not a Problem Management activity.
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Problem control
Why this is correct
Problem control is a core Problem Management activity that involves analyzing identified problems to determine their root causes, documenting these as known errors, and developing temporary workarounds. This phase aims to minimize the impact of problems on services while permanent solutions are being developed and implemented.
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Incident resolution
Why it's wrong here
Incident resolution is the primary objective of Incident Management, aiming to restore normal service operation as quickly as possible following an unplanned interruption or reduction in service quality. Problem Management, however, focuses on identifying and eliminating the underlying causes of incidents to prevent their recurrence, rather than just resolving individual service disruptions.

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ITIL4F ITIL Management Practices Practice Question

Why each option matters

Option-by-option breakdown

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