One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends. Which aspect of

Question

Options

• AError Control
• BIdentification of root causes
• CProactive Problem Management
• DProblem Control

• A
  5% (3)
• B
  10% (6)
• C
  82% (49)
• D
  3% (2)

Explanation

Proactive Problem Management is correct because its defining characteristic is preventing future incidents by analyzing historical data - looking backward at trends to stop problems before they occur. Reviewing the CMDB's Incident and Problem history to spot recurring patterns is precisely this forward-looking, preventive activity.

Why the distractors are wrong:

• A. Error Control manages known errors after root causes are found - deciding on workarounds and raising change requests to fix them. It acts on confirmed problems, not historical trends.
• B. Identification of root causes is a step within reactive Problem Management, focused on diagnosing why a specific problem happened, not on mining historical data for patterns.
• D. Problem Control is the reactive side of Problem Management - it handles logging, classifying, and investigating individual problems as they arise, not trend analysis.

Memory tip: Think of the word Proactive - it means acting before something goes wrong. Any time a question describes looking at past data to prevent future incidents, that's Proactive Problem Management. If the scenario is reacting to a problem already happening (finding root causes, managing known errors), it's the reactive components (Problem Control or Error Control).

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