ITIL · Question #352
What are the two major processes in Problem Management?
The correct answer is D. Proactive and Reactive. ITIL Problem Management is divided into two major sub-processes: reactive problem management and proactive problem management.
Question
What are the two major processes in Problem Management?
Options
- ATechnical and Service
- BResource and Proactive
- CReactive and Technical
- DProactive and Reactive
How the community answered
(36 responses)- B6% (2)
- C3% (1)
- D92% (33)
Why each option
ITIL Problem Management is divided into two major sub-processes: reactive problem management and proactive problem management.
'Technical' and 'Service' are not defined sub-processes of Problem Management in any ITIL version.
'Resource' is not a sub-process of Problem Management; while proactive is correct, it is paired with reactive, not resource.
'Technical' is not a defined Problem Management sub-process; only reactive and proactive are the two formally recognized components.
Reactive problem management focuses on identifying and resolving the root causes of incidents that have already occurred to prevent recurrence. Proactive problem management focuses on identifying and eliminating potential problems and risks before incidents occur. Together, these two sub-processes form the complete scope of Problem Management in ITIL.
Concept tested: ITIL Problem Management reactive and proactive sub-processes
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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