ITIL 4 Foundation Practice Exam

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What is the primary objective of Problem Management?

To improve customer satisfaction through proactive service enhancement
To reduce the likelihood and impact of incidents
To develop new services that meet customer needs
To ensure effective communication with stakeholders

The correct answer is: To reduce the likelihood and impact of incidents

The primary objective of Problem Management is to reduce the likelihood and impact of incidents. This practice focuses on identifying the root causes of incidents and implementing measures to eliminate those root causes, thereby preventing similar incidents from occurring in the future. By addressing the underlying problems, organizations can reduce disruption to services, improve overall service reliability, and enhance user experience. Additionally, Problem Management works hand in hand with Incident Management; while the latter deals with restoring service as quickly as possible after an incident has occurred, Problem Management takes a more preventive approach. This emphasis on root cause analysis and proactive resolution is fundamental to improving the stability and continuity of IT services, which ultimately benefits the organization and its customers.