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ITIL-FOUNDATION · Question #90

Which one of the following is NOT an objective of problem management?

The correct answer is D. Restoring normal service operation as quickly as possible. Restoring normal service operation as quickly as possible is the primary objective of incident management, not problem management.

Know the purpose of the ITIL practices

Question

Which one of the following is NOT an objective of problem management?

Options

  • AMinimizing the impact of incidents that cannot be prevented
  • BPreventing problems and resulting incidents from happening
  • CEliminating recurring incidents
  • DRestoring normal service operation as quickly as possible

How the community answered

(47 responses)
  • A
    2% (1)
  • B
    2% (1)
  • C
    6% (3)
  • D
    89% (42)

Why each option

Restoring normal service operation as quickly as possible is the primary objective of incident management, not problem management.

AMinimizing the impact of incidents that cannot be prevented

Minimizing the impact of incidents that cannot be prevented is explicitly one of the three stated objectives of problem management in ITIL.

BPreventing problems and resulting incidents from happening

Preventing problems and resulting incidents is a core problem management objective, achieved through proactive problem management activities such as trend analysis.

CEliminating recurring incidents

Eliminating recurring incidents is a key problem management objective, achieved by identifying root causes and implementing permanent fixes known as error control.

DRestoring normal service operation as quickly as possibleCorrect

Incident management owns the objective of restoring normal service operation as quickly as possible to minimize business impact. Problem management is concerned with root cause analysis and long-term prevention - its three objectives are preventing problems and resulting incidents, eliminating recurring incidents, and minimizing the impact of incidents that cannot be prevented.

Concept tested: Problem management objectives vs incident management objectives

Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation

Topics

#problem management#incident management#service restoration#process objectives

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