ITIL4F ITIL Management Practices Practice Question
Which TWO of the following are activities of the Problem Management practice according to ITIL 4?
⚠ Common exam trap
It's easy for candidates to confuse the reactive restoration activities of Incident Management (like applying workarounds) with the proactive diagnostic activities of Problem Management, leading them to select Option B instead of D or E.
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
✓
Performing root cause analysis
Performing root cause analysis (RCA) is a core activity of Problem Management, which aims to identify the underlying cause of incidents to prevent recurrence. ITIL 4 defines Problem Management as focusing on diagnosing the root cause of problems and initiating actions to eliminate or minimize future 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.
- ✗
Fulfilling service requests
Why it's wrong here
Service requests are handled by Service Request Management.
- ✗
Restoring service by applying a workaround
Why it's wrong here
Restoring service is an incident management activity.
- ✗
Authorizing changes
Why it's wrong here
Authorizing changes is part of Change Enablement.
- ✓
Performing root cause analysis
Why this is correct
Root cause analysis is part of problem control.
- ✓
Identifying and logging problems
Why this is correct
Problem identification is a phase of Problem Management.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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