ITIL-FOUNDATION · Question #34
Which of the following is NOT a valid objective of problem management?
The correct answer is C. To restore service to a user. Restoring service to a user is the objective of Incident Management, not Problem Management. This question tests the distinction between these two closely related ITIL processes.
Question
Which of the following is NOT a valid objective of problem management?
Options
- ATo prevent problems and their resultant Incidents
- BTo manage problems throughout their lifecycle
- CTo restore service to a user
- DTo eliminate recurring incidents
How the community answered
(18 responses)- A6% (1)
- B11% (2)
- C78% (14)
- D6% (1)
Why each option
Restoring service to a user is the objective of Incident Management, not Problem Management. This question tests the distinction between these two closely related ITIL processes.
Preventing problems and their resultant incidents is a valid proactive objective of Problem Management, specifically the proactive problem management sub-process.
Managing problems throughout their lifecycle - from detection through root cause analysis to resolution - is a core objective of Problem Management.
Restoring service to a user as quickly as possible is the primary objective of Incident Management, which focuses on minimizing the impact of disruptions. Problem Management instead focuses on identifying root causes, preventing future incidents, and eliminating recurring failures - it operates at a different layer and is not concerned with immediate service restoration for individual users.
Eliminating recurring incidents by addressing their underlying root causes is a key reactive objective of Problem Management.
Concept tested: Problem Management objectives vs Incident Management
Source: https://www.axelos.com/resource-hub/blog/problem-management-in-itil-4
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