What is the purpose of a Problem review?

Question

Options

• ATo prevent computer systems from having too limited disk space so that capacity problems will not occur
• BTo provide expert help on risk assessment for optimization of security procedures
• CTo restore the service to normal operating conditions as soon as possible
• DTo seek improvements to the process and to prevent recurrence of Incidents or mistakes

• A
  3% (2)
• B
  8% (5)
• C
  2% (1)
• D
  86% (51)

Explanation

Option D is correct because in ITIL Problem Management, a Problem Review is a retrospective activity - it examines the root cause of resolved problems, evaluates how effectively they were handled, and identifies process improvements to stop similar incidents from happening again. It is fundamentally a learning and prevention exercise, not a reactive one.

• Option A describes Capacity Management, which monitors and plans storage and resource thresholds - entirely separate from Problem Management.
• Option B describes activities belonging to Information Security Management, focused on risk and security procedures.
• Option C describes the goal of Incident Management, which prioritizes speed of service restoration - Problem Management, by contrast, prioritizes finding and eliminating root causes, which takes longer.

Memory tip: Distinguish Problem from Incident with this contrast - Incident Management stops the bleeding; Problem Management finds out why you're bleeding and makes sure it doesn't happen again. A "review" always implies looking back to improve, which points directly to D.

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