ITIL 4 Foundation Practice Exam

Which of the following is a key benefit of a structured problem management practice?

1. Elimination of all incidents

2. Reduction in the likelihood and impact of incidents

3. Increased operational costs

4. Faster software development cycles

The correct answer is: Reduction in the likelihood and impact of incidents

A key benefit of a structured problem management practice is the reduction in the likelihood and impact of incidents. This practice involves identifying the root causes of recurring incidents and implementing solutions to prevent them from reoccurring in the future. By systematically analyzing and addressing the underlying issues, organizations can minimize the number of incidents that affect their services and, when incidents do occur, mitigate their impact on users and business operations. This proactive approach helps create a more stable and reliable IT environment. By preventing incidents before they arise, organizations can improve overall service quality, enhance user satisfaction, and allocate resources more effectively towards other value-adding activities rather than constantly reacting to incidents. The other options suggest outcomes that do not align with the goals of an effective problem management practice. For instance, elimination of all incidents is an unrealistic expectation; incidents can never be completely eradicated due to the complexity of IT systems. Increased operational costs contradict the intended efficiency and effectiveness that problem management aims to achieve. Lastly, while faster software development cycles can be a byproduct of improved processes, they are not a direct benefit of problem management itself. Problem management focuses on service stability and incident reduction rather than development speed.