CISA · Question #37
Which of the following IT service management activities is MOST likely to help with identifying the root cause of repeated instances of network latency?
The correct answer is C. Problem management. Problem management is the IT service management activity most likely to identify the root cause of repeated network latency, as its primary goal is to prevent incidents from recurring by investigating their underlying causes. It focuses on finding permanent solutions rather than
Question
Which of the following IT service management activities is MOST likely to help with identifying the root cause of repeated instances of network latency?
Options
- AChange management
- BIncident management
- CProblem management
- DConfiguration management
How the community answered
(23 responses)- C96% (22)
- D4% (1)
Why each option
Problem management is the IT service management activity most likely to identify the root cause of repeated network latency, as its primary goal is to prevent incidents from recurring by investigating their underlying causes. It focuses on finding permanent solutions rather than just restoring service.
Change management controls the lifecycle of all changes, preventing unauthorized modifications, but doesn't inherently identify root causes of existing problems.
Incident management focuses on quickly restoring normal service operation after an incident, not on discovering the underlying root cause of recurring issues.
Problem management focuses on identifying the root causes of incidents and preventing their recurrence, making it ideal for addressing repeated network latency issues. It involves proactive analysis, trend analysis, and deep investigation beyond just restoring service, ultimately leading to permanent solutions.
Configuration management maintains information about configuration items, which is essential support for other processes but doesn't directly identify root causes of problems.
Concept tested: ITIL Problem Management
Source: https://www.servicenow.com/products/it-service-management/what-is-problem-management.html
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