ITIL · Question #62
Which of the following BEST describes a problem?
The correct answer is D. The cause of one or more incidents. In ITIL, a problem is formally defined as the underlying cause of one or more incidents, distinguishing it from the incidents themselves.
Question
Which of the following BEST describes a problem?
Options
- AAn issue reported by a user
- BThe cause of two or more incidents
- CA serious incident which has a critical impact to the business
- DThe cause of one or more incidents
How the community answered
(33 responses)- A3% (1)
- C3% (1)
- D94% (31)
Why each option
In ITIL, a problem is formally defined as the underlying cause of one or more incidents, distinguishing it from the incidents themselves.
An issue reported by a user describes an incident, which is an unplanned interruption or reduction in quality of service, not a problem.
ITIL does not require two or more incidents to classify something as a problem - a single incident whose cause is unknown can result in a problem record being raised.
A serious incident with critical business impact is classified as a major incident, which is still an incident, not a problem.
ITIL Problem Management defines a problem as the cause of one or more incidents, meaning even a single unexplained incident can trigger problem investigation. This definition separates the symptom (incident) from its root cause (problem), and problem management focuses on identifying and eliminating that root cause to prevent recurrence.
Concept tested: ITIL problem definition and incident relationship
Source: https://www.axelos.com/resource-hub/glossary/problem
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