ITIL Question #434: Real Exam Question with Answer & Explanation

The correct answer is C: By issuing RFCs for permanent solutions. In ITIL, Problem Management interfaces with Change Management by submitting Requests for Change (RFCs) when a permanent fix or workaround requires a controlled modification to the IT environment.

Processes

Question

How does Problem Management work with Change Management?

Options

ABy installing changes to fix problems
BBy negotiating with Incident Management for changes in IT for Problem resolution
CBy issuing RFCs for permanent solutions
DBy working with users to change their IT configurations

Explanation

In ITIL, Problem Management interfaces with Change Management by submitting Requests for Change (RFCs) when a permanent fix or workaround requires a controlled modification to the IT environment.

Common mistakes.

A. Installing changes is the responsibility of Change Management and Release and Deployment Management, not Problem Management.
B. Problem Management does not negotiate with Incident Management to obtain changes - it raises RFCs through the formal Change Management process.
D. Problem Management does not interact directly with end users to alter their configurations; changes go through the Change Management process.

Concept tested. Problem Management interface with Change Management via RFC

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

Topics

#Problem Management#Change Management#RFC#process integration

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