ITIL 4 Foundation Practice Exam

What is the objective of the problem management practice?

1. To document incidents for future reference

2. To transform inputs into defined outputs

3. To identify and manage causes of incidents

4. To allocate resources effectively

The correct answer is: To identify and manage causes of incidents

The objective of the problem management practice is to identify and manage the underlying causes of incidents. This practice is focused on understanding what leads to incidents so that they can be addressed effectively, preventing future occurrences. By analyzing recurring issues and determining their root causes, organizations can implement solutions that not only resolve those specific incidents but also contribute to overall service improvement. This proactive approach distinguishes problem management from incident management, which primarily deals with restoring service operation as quickly as possible. Problem management emphasizes long-term resolution and reducing the likelihood of incidents reoccurring, thereby enhancing service stability and quality. The focus on identifying and managing causes aligns with ITIL 4 principles, which advocate for understanding and managing the relationships and dependencies between services, as well as improving service delivery through continual learning and improvement processes.