ITIL-FOUNDATION · Question #303
Which process will regularly analyze incident data to identify discernable trends?
The correct answer is B. Problem Management. Problem Management is the ITIL process that proactively analyzes incident records to detect trends and underlying root causes, with the goal of preventing recurring incidents.
Question
Which process will regularly analyze incident data to identify discernable trends?
Options
- AService Level Management
- BProblem Management
- CChange Management
- DEvent Management
How the community answered
(37 responses)- A3% (1)
- B95% (35)
- C3% (1)
Why each option
Problem Management is the ITIL process that proactively analyzes incident records to detect trends and underlying root causes, with the goal of preventing recurring incidents.
Service Level Management monitors performance against agreed targets and does not analyze incident data to identify causal trends.
Problem Management performs both reactive and proactive analysis of incident data, looking for patterns and trends that point to underlying problems requiring root cause investigation. This trend analysis is a defined core activity within Problem Management, enabling the identification of problems before they cause further incidents. By addressing root causes rather than symptoms, Problem Management reduces overall incident volume over time.
Change Management evaluates and authorizes changes to IT infrastructure; trend analysis of incident data is outside its defined scope.
Event Management filters and correlates real-time infrastructure events but does not perform historical trend analysis on incident records.
Concept tested: ITIL Problem Management incident trend analysis
Source: https://www.axelos.com/best-practice-solutions/itil
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