ITIL 4 Foundation Practice Exam

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What action does the term 'resolution' imply in problem management?

Identifying new problems
Compensating for service outages
Resolutely addressing and solving an incident
Managing user expectations

The correct answer is: Resolutely addressing and solving an incident

The term 'resolution' in problem management specifically implies the action of addressing and solving an incident decisively. In the context of ITIL, resolution refers to the processes undertaken to diagnose the root cause of problems and implement fixes that eliminate them, thereby ensuring that similar incidents do not recur in the future. This concept is integral to effective problem management as it emphasizes the importance of not only addressing incidents as they occur but also taking proactive measures to prevent them through comprehensive analysis and solution implementation. While identifying new problems, compensating for service outages, and managing user expectations are important aspects of IT service management, they do not directly align with the actionable and definitive nature of 'resolution' as articulated in problem management practices. The focus of resolution is clearly on solving existing issues and improving the overall stability and reliability of IT services.