ITIL Question #34: Real Exam Question with Answer & Explanation

The correct answer is C: To restore service to a user. Restoring service to a user is the objective of incident management, not problem management, which focuses on root cause prevention.

Question

Which of the following is NOT a valid objective of problem management?

Options

ATo prevent problems and their resultant Incidents
BTo manage problems throughout their lifecycle
CTo restore service to a user
DTo eliminate recurring incidents

Explanation

Restoring service to a user is the objective of incident management, not problem management, which focuses on root cause prevention.

Common mistakes.

A. Preventing problems and their resultant incidents is a valid objective of proactive problem management.
B. Managing problems throughout their full lifecycle - from detection through resolution and closure - is a core objective of problem management.
D. Eliminating recurring incidents by resolving their underlying root causes is a key outcome that problem management is designed to achieve.

Concept tested. Problem management objectives vs incident management

Reference. https://www.axelos.com/resource-hub/glossary/problem-management

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