ITIL4F ITIL Management Practices Practice Question
Which TWO of the following are differences between Incident Management and Problem Management?
⚠ Common exam trap
ITIL4F often tests the distinction between Incident and Problem Management — candidates incorrectly assume Incident Management is only service desk or that Problem Management is triggered by changes, confusing it with 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
✓
Incident Management aims to restore service as soon as possible, while Problem Management aims to identify the root cause
Option B is correct because Incident Management is oriented toward quickly restoring normal service (often via workarounds to meet SLAs), whereas Problem Management is oriented toward finding and eliminating the root cause of one or more incidents to prevent recurrence. Option C is correct because Incident Management handles individual disruptions as discrete events, while Problem Management analyzes multiple incidents to detect underlying patterns and systemic causes. Option A is wrong because Problem Management is typically triggered by recurring or major incidents (and by proactive analysis), not by changes; changes are handled by Change Management. Option D is wrong because Incident Management is not limited to the service desk—technical and support teams also resolve incidents—and Problem Management is not exclusively performed by technical teams. Option E is wrong because Incident Management does use workarounds to restore service quickly; in fact, workarounds are a standard incident-handling technique, while Problem Management seeks permanent fixes.
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 is triggered by events, while Problem Management is triggered by changes
Why it's wrong here
Incident Management is indeed often triggered by events, such as system alerts or user reports of service disruption, requiring immediate attention. However, Problem Management is not primarily triggered by changes; instead, it is initiated by recurring incidents, significant single incidents, or monitoring data indicating underlying issues. Its goal is to prevent future disruptions, whereas changes are typically the *result* of problem resolution, implementing a permanent fix.
- ✓
Incident Management aims to restore service as soon as possible, while Problem Management aims to identify the root cause
Why this is correct
Incident Management's primary objective is to restore normal service operation as quickly as possible, minimizing the business impact of an unplanned interruption. In contrast, Problem Management focuses on identifying the root cause of incidents, often after service has been restored, to prevent recurrence and improve overall service stability and reliability.
- ✓
Incident Management focuses on individual disruptions, while Problem Management looks for underlying patterns
Why this is correct
Incident Management deals with individual, isolated service disruptions, aiming for immediate resolution of each specific event to restore functionality. Conversely, Problem Management takes a broader view, analyzing multiple incidents, events, and trends to identify underlying patterns or systemic weaknesses that are causing recurring issues, thereby seeking a permanent solution.
- ✗
Incident Management is performed by the service desk only, while Problem Management is performed by technical teams
Why it's wrong here
Stating that Incident Management is performed by the service desk *only* is incorrect, as it involves multiple support tiers and specialized technical teams for resolution. Similarly, while Problem Management often involves technical teams for in-depth analysis, it requires collaboration across various IT functions and even business stakeholders, not just technical teams, to fully understand and resolve complex issues.
- ✗
Incident Management does not use workarounds, while Problem Management does
Why it's wrong here
The assertion that Incident Management does not use workarounds is false; workarounds are frequently employed to restore service quickly during an incident when a permanent fix is not immediately available. Problem Management also extensively uses workarounds, often documenting them as temporary solutions for known errors to mitigate impact while a permanent resolution is being developed.
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official PeopleCert exam blueprint
This ITIL4F practice question is part of Courseiva's free PeopleCert certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the ITIL4F exam.