ITIL4F ITIL Management Practices Practice Question
Which TWO are phases of the Problem Management practice?
⚠ Common exam trap
Test-takers frequently confuse the phases of Incident Management (Service Restoration, Incident Resolution) with Problem Management phases, or mistakenly include Change Authorization as a problem phase due to its role in implementing fixes.
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 control
Problem Management includes the phases Problem Identification (detecting and logging problems) and Problem Control (analyzing and documenting workarounds and root causes). These are the two phases that directly address the lifecycle of a problem, distinct from incident or change activities.
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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Service restoration
Why it's wrong here
Service restoration is a primary objective of the Incident Management practice, aiming to return services to normal operation as quickly as possible following an unplanned interruption or reduction in quality. Problem Management, in contrast, focuses on understanding the underlying causes of incidents to prevent recurrence, rather than immediately restoring service functionality. Therefore, it is not a phase of Problem Management.
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Problem control
Why this is correct
Problem control is a crucial phase within the Problem Management practice, primarily focused on analyzing identified problems to determine their root causes. This phase involves activities such as data analysis, trend analysis, and often includes developing workarounds or known errors to mitigate the impact of the problem while a permanent solution is being sought. Its objective is to understand the problem deeply and manage its effects.
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Problem identification
Why this is correct
Problem identification is the initial phase of the Problem Management practice, where potential problems are recognized and logged. This often occurs through analyzing incident records for recurring issues, detecting trends, or receiving direct reports from service desks, suppliers, or technical staff. The goal is to accurately define and categorize problems, distinguishing them from individual incidents, to initiate the subsequent control and error resolution activities.
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Incident resolution
Why it's wrong here
Incident resolution is a core activity of the Incident Management practice, concentrating on restoring normal service operation as quickly as possible by resolving individual incidents. While Problem Management aims to prevent future incidents, its focus is on resolving the underlying problem, not the immediate incident. Therefore, "incident resolution" is distinct and not a phase of the Problem Management practice.
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Change authorization
Why it's wrong here
Change authorization is a key activity within the Change Enablement practice, where proposed changes to services or service components are reviewed and approved before implementation. While Problem Management might propose changes as a result of error resolution, the authorization itself is a separate governance step managed by Change Enablement, ensuring controlled and beneficial service modifications. It is not a phase of the Problem Management lifecycle.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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