ITIL-FOUNDATION · Question #62
Which of the following BEST describes a problem?
The correct answer is D. The cause of one or more incidents. In ITIL, a problem is formally defined as the underlying cause of one or more incidents, distinguishing it from the incidents themselves.
Question
Which of the following BEST describes a problem?
Options
- AAn issue reported by a user
- BThe cause of two or more incidents
- CA serious incident which has a critical impact to the business
- DThe cause of one or more incidents
How the community answered
(32 responses)- A3% (1)
- B6% (2)
- D91% (29)
Why each option
In ITIL, a problem is formally defined as the underlying cause of one or more incidents, distinguishing it from the incidents themselves.
An issue reported by a user describes an incident, not a problem - incidents are service disruptions as experienced by users, while problems are the underlying root causes.
Requiring 'two or more incidents' is incorrect and too restrictive - ITIL allows a problem to be identified from a single incident, making this definition inaccurate.
A serious incident with critical business impact describes a major incident, which is a category of incident management, not the definition of a problem.
ITIL Problem Management defines a problem as the cause of one or more incidents. The definition intentionally includes the singular 'one or more' to cover situations where a root cause is identified even from a single incident, enabling proactive problem management before additional incidents occur.
Concept tested: ITIL problem definition vs incident definition
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