ITIL4F ITIL Management Practices Practice Question
Which TWO statements about Problem Management are correct?
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
✓
It includes root cause analysis to identify the underlying cause of incidents
Problem management focuses on identifying root causes of incidents and managing known errors. Option A is correct because root cause analysis is a key activity. Option E is correct because maintaining the known error database is a primary responsibility. Option B is incorrect: problem management is not responsible for implementing permanent fixes; it identifies root causes and proposes permanent solutions, but implementation is handled by other teams through change enablement. Option C is incorrect: recording and tracking individual incidents is the responsibility of incident management. Option D is incorrect: restoring normal service operation is also incident management.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
It includes root cause analysis to identify the underlying cause of incidents
Why this is correct
Problem management fundamentally includes root cause analysis (RCA) as a core activity to systematically investigate and identify the underlying causes of incidents. This analytical process goes beyond merely restoring service, aiming to understand why incidents occur. By uncovering the true source of issues, problem management enables the development of effective solutions that prevent future recurrences, thereby improving service stability and reliability.
- ✗
It is responsible for implementing permanent fixes for recurring incidents
Why it's wrong here
Problem management is primarily responsible for identifying and analyzing the root causes of incidents and proposing solutions, but it is not directly responsible for implementing permanent fixes. The actual implementation of significant permanent fixes typically falls under the Change Enablement practice, which manages the lifecycle of all changes to ensure they are carried out safely and effectively. Problem management's role concludes with recommending and documenting the necessary changes to resolve the underlying problem.
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It focuses on recording and tracking individual incidents
Why it's wrong here
The focus on recording and tracking individual incidents is a core responsibility of the Incident Management practice, not Problem Management. Incident Management is concerned with the immediate restoration of normal service operation as quickly as possible following a service disruption. Problem Management, in contrast, takes a broader view, analyzing trends and patterns of incidents to identify underlying systemic issues rather than managing each individual event.
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It is responsible for restoring normal service operation
Why it's wrong here
Restoring normal service operation as quickly as possible is the primary objective and responsibility of the Incident Management practice. Incident management focuses on minimizing the business impact of service disruptions through rapid diagnosis and resolution, often employing temporary workarounds. Problem management, conversely, aims to prevent incidents from occurring in the first place or to minimize their impact in the long term by addressing their root causes, rather than focusing on immediate service restoration.
- ✓
It is responsible for maintaining the known error database
Why this is correct
Maintaining the Known Error Database (KEDB) is a critical responsibility of problem management. A Known Error is a problem that has a documented root cause and a workaround. Problem management populates and updates the KEDB with these details, which then serves as a valuable resource for incident management teams to quickly diagnose and resolve recurring incidents, or apply known workarounds, thereby improving efficiency and reducing service restoration times.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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