nerdexam
PeopleCert

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.

Processes

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)
  • A
    4% (2)
  • B
    2% (1)
  • C
    91% (41)
  • D
    2% (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.

ATo prevent problems and resultant incidents

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.

BTo manage problems throughout their lifecycle

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.

CTo restore service to a userCorrect

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.

DTo eliminate recurring incidents

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

Topics

#problem management objectives#incident prevention#service restoration

Community Discussion

No community discussion yet for this question.

Full ITIL Practice