ITIL-FOUNDATION · Question #356
Identify the input to the Problem Management process.
The correct answer is C. Incident Records. Incident Records are the primary input to ITIL Problem Management, as problems are identified from recurring or unresolvable incidents requiring root cause analysis.
Question
Identify the input to the Problem Management process.
Options
- ARequest for Change
- BProblem Resolution
- CIncident Records
- DNew Known Errors
How the community answered
(44 responses)- B5% (2)
- C93% (41)
- D2% (1)
Why each option
Incident Records are the primary input to ITIL Problem Management, as problems are identified from recurring or unresolvable incidents requiring root cause analysis.
A Request for Change (RFC) is an output of Problem Management - raised when a fix or workaround requires a formal change - not an input that initiates the process.
Problem Resolution is an output of Problem Management representing the solution found after root cause analysis is completed, not an input that triggers the process.
In ITIL Problem Management, Incident Records serve as the foundational input because problems are raised when incidents recur or cannot be fully resolved at the Service Desk level. The process analyzes patterns in incident data to identify underlying root causes and prevent future occurrences, making Incident Records the key trigger that initiates problem records.
New Known Errors are outputs created during Problem Management after a root cause and workaround are identified, not inputs that start the process.
Concept tested: ITIL Problem Management process inputs
Source: https://www.axelos.com/certifications/itil-service-management
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