ITIL · Question #493
Which describes a proactive trigger for problem management?
The correct answer is D. Trending of historical incident records to identify one or more underlying causes. Proactive problem management is triggered by analyzing historical incident trends to identify root causes before new incidents occur, distinguishing it from reactive triggers that respond to active events.
Question
Which describes a proactive trigger for problem management?
Options
- AAutomated detection of an infrastructure or application fault, using event/alert tools automatically
- BAnalysis of an incident by a technical support group which reveals that an underlying problem
- CSuspicion or detection of a cause of one or more incidents by the service desk
- DTrending of historical incident records to identify one or more underlying causes
How the community answered
(65 responses)- A9% (6)
- B15% (10)
- C5% (3)
- D71% (46)
Why each option
Proactive problem management is triggered by analyzing historical incident trends to identify root causes before new incidents occur, distinguishing it from reactive triggers that respond to active events.
Automated detection of an infrastructure or application fault via event tools is a reactive trigger - it responds to a fault that is already occurring in the live environment.
A technical support group analyzing a current incident to reveal an underlying problem is a reactive trigger because it is initiated by an active incident, not by proactive historical analysis.
The service desk suspecting or detecting the cause of one or more incidents is also reactive because it originates from handling live incidents rather than from independent trend analysis of historical data.
Trending of historical incident records is proactive because it involves analyzing past data patterns to surface underlying causes before those causes generate additional incidents. This forward-looking approach allows problem management to investigate and eliminate root causes preemptively, reducing future incident volume and improving service stability.
Concept tested: ITIL proactive versus reactive problem management triggers
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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