ITIL Question #308: Real Exam Question with Answer & Explanation

The correct answer is C: A Technical Management team identifies a permanent resolution to a number of recurring. A Problem Record should be created when a root cause is identified and a permanent resolution is being developed, not during routine incident escalation or workaround implementation.

Question

In which of the following situations should a Problem Record be created?

Options

AAn event indicates that a redundant network segment has failed but it has not impacted any users
BAn Incident is passed to second-level support
CA Technical Management team identifies a permanent resolution to a number of recurring
DIncident Management has found a workaround but needs some assistance in implementing it

Explanation

A Problem Record should be created when a root cause is identified and a permanent resolution is being developed, not during routine incident escalation or workaround implementation.

Common mistakes.

A. A failed redundant network segment with no user impact is an event, not yet a problem - it may trigger monitoring or an incident record, but root cause investigation has not been initiated.
B. Passing an incident to second-level support is an escalation action within Incident Management, not a trigger for Problem Management.
D. Finding a workaround is still part of Incident Management focused on service restoration, not a trigger to create a Problem Record unless formal root cause investigation is initiated.

Concept tested. ITIL Problem Management - when to create a Problem Record

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

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