What is the purpose of a Problem review?

Question

Options

• Ato prevent computer systems from having too limited disk space so that capacity problems will
• Bto provide expert help on risk assessment for optimization of security procedures
• Cto restore the service to normal operating conditions as soon as possible
• Dto seek improvements to the process and to prevent recurrence of Incidents or mistakes

• A
  6% (1)
• B
  6% (1)
• C
  19% (3)
• D
  69% (11)

Explanation

Option D is correct because a Problem Review (in ITIL Problem Management) is a post-resolution activity focused on learning from incidents and problems. Its dual purpose is to identify process improvements and implement preventive measures so the same issue doesn't resurface - making it fundamentally a quality and prevention exercise.

Why the distractors are wrong:

• A describes Capacity Management, which monitors and plans for storage/resource limits - a completely different ITIL process.
• B describes activities belonging to Information Security Management or Risk Management, not Problem Management.
• C describes the goal of Incident Management, which prioritizes speed of service restoration - Problem Management, by contrast, focuses on root cause after the incident is resolved.

Memory tip: Think of the word "review" - you look back to learn and forward to prevent. Problem reviews are about "What went wrong, and how do we stop it happening again?" If an answer mentions restoring service fast, that's Incident Management. If it mentions root cause and prevention, that's Problem Management.

No community discussion yet for this question.