Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?

Question

Options

• Ato be able to charge to the correct users of the service
• Bto be able to provide reports to management
• Cto prevent repetitive occurrence of Incidents
• Dto provide input to the Capacity Database

• A
  10% (5)
• B
  2% (1)
• C
  84% (41)
• D
  4% (2)

Explanation

Problem Management analyzes incident trends specifically to identify underlying root causes before they trigger repeated failures - stopping problems at the source rather than repeatedly firefighting the same incidents. Option A (charging users) belongs to Financial Management / Service Level Management. Option B (management reports) is a byproduct, not the reason for trend analysis - reporting is a means, not an end. Option D (Capacity Database) is fed by Capacity Management, which tracks performance and resource metrics, not incident patterns.

Memory tip: Think of Problem Management as the "detective" practice - it investigates patterns to prevent crime (incidents) from happening again. The goal is always prevention, not billing, reporting, or capacity planning.

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