ITIL · Question #76
Which one of the following is NOT a valid purpose or objective of problem management?
The correct answer is C. To restore service to a user. Restoring service to a user is the primary objective of incident management, not problem management, which is concerned with root cause analysis and long-term prevention.
Question
Which one of the following is NOT a valid purpose or objective of problem management?
Options
- ATo prevent problems and resultant incidents
- BTo manage problems throughout their lifecycle
- CTo restore service to a user
- DTo eliminate recurring incidents
How the community answered
(45 responses)- A4% (2)
- B2% (1)
- C91% (41)
- D2% (1)
Why each option
Restoring service to a user is the primary objective of incident management, not problem management, which is concerned with root cause analysis and long-term prevention.
Preventing problems and the incidents they cause is a core proactive objective of problem management, focused on identifying and removing error conditions before they impact users.
Managing problems throughout their full lifecycle - from initial logging through investigation, root cause analysis, and resolution to closure - is a fundamental stated purpose of the problem management process.
Problem management aims to identify and eliminate root causes of incidents to prevent recurrence - the reactive, user-focused goal of quickly restoring service belongs to incident management, so this option describes an incident management objective and does NOT fit problem management's defined purpose.
Eliminating recurring incidents by resolving their underlying root causes is a key problem management objective, directly reducing incident volume and improving overall service stability.
Concept tested: Problem management purpose vs incident management purpose
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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