ITIL 4 Foundation Practice Exam

In ITIL, what is the focus of problem management practice?

1. Creating new product offerings

2. Reducing service cost

3. Identifying potential causes of incidents

4. Enhancing user documentation

The correct answer is: Identifying potential causes of incidents

The problem management practice within ITIL primarily focuses on identifying potential causes of incidents. This practice involves analyzing incidents and their underlying issues to prevent future occurrences, thereby improving the overall stability of IT services. By identifying and addressing these root causes, organizations can reduce the frequency and impact of incidents, thus enhancing service quality and minimizing disruptions. Effective problem management helps organizations to develop a deeper understanding of their IT environment, the relationships between components, and how these can lead to incidents. This proactive approach allows teams to create long-term solutions rather than just providing temporary fixes, contributing significantly to the overall service management framework within ITIL. The other options do not align with the core intent of problem management. Creating new product offerings pertains to service design and development, reducing service cost may relate to financial management or service improvement initiatives, and enhancing user documentation falls under knowledge management or service transition processes. These areas are essential but do not represent the central focus of problem management.