ITIL-FOUNDATION · Question #352
What are the two major processes in Problem Management?
The correct answer is D. Proactive and Reactive. ITIL Problem Management comprises two sub-processes - reactive, which addresses problems triggered by existing incidents, and proactive, which identifies and eliminates potential problems before incidents occur.
Question
What are the two major processes in Problem Management?
Options
- ATechnical and Service
- BResource and Proactive
- CReactive and Technical
- DProactive and Reactive
How the community answered
(33 responses)- A3% (1)
- C6% (2)
- D91% (30)
Why each option
ITIL Problem Management comprises two sub-processes - reactive, which addresses problems triggered by existing incidents, and proactive, which identifies and eliminates potential problems before incidents occur.
Technical and Service are not recognized ITIL Problem Management sub-process names; they do not map to any defined category within the ITIL Problem Management process.
Resource is not a defined sub-process of ITIL Problem Management; the correct complement to Proactive is Reactive, not Resource.
Technical is not an ITIL-defined Problem Management sub-process; the correct pairing is Proactive and Reactive, not Reactive and Technical.
Reactive problem management focuses on identifying root causes of incidents that have already occurred and preventing their recurrence. Proactive problem management focuses on identifying and resolving problems and known errors before they result in incidents, often using trend analysis and infrastructure monitoring. Together these two sub-processes cover the full lifecycle of problem identification, logging, categorization, and resolution.
Concept tested: ITIL Problem Management reactive and proactive sub-processes
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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