Root Cause Analysis & Problem Management Flashcards
7 cards from real CIM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Root Cause Analysis & Problem Management flashcards as text
A known error differs from a problem in that a known error:
Answer: Has a documented root cause and a known workaround or fix
A known error is a problem for which the root cause has been identified and a workaround or permanent resolution has been documented.
Which of the following best describes the '5 Whys' technique's main limitation?
Answer: It can lead to a single linear causal chain, missing multiple contributing factors
The 5 Whys can oversimplify complex problems by following one causal path, potentially missing parallel or systemic contributing factors.
What role does the Known Error Database (KEDB) play in incident management?
Answer: It provides the service desk with documented workarounds to resolve incidents faster
The KEDB allows the service desk to quickly apply documented workarounds from previous problem investigations, reducing incident resolution time.
When prioritizing problems, which two factors are most commonly used?
Answer: Impact and urgency
Problem priority is typically determined by combining impact (scope of business effect) and urgency (speed at which resolution is needed).
An organization experiences a major outage caused by a misconfigured firewall. Which RCA method would best model the logical conditions that led to the failure?
Answer: Fault Tree Analysis
Fault Tree Analysis models logical relationships between events using boolean gates, making it well-suited for analyzing technical failure chains like misconfigured infrastructure.
What is the purpose of a workaround in the context of problem management?
Answer: To temporarily reduce or eliminate the impact of an incident while the problem remains open
A workaround provides a temporary means of restoring service or reducing impact without permanently resolving the underlying root cause.
Which of the following scenarios triggers the need for a major problem review?
Answer: A high-impact incident that revealed significant gaps in the organization's processes or controls
Major problem reviews are conducted when significant incidents expose systemic weaknesses, aiming to prevent recurrence and improve organizational resilience.