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
Kepner-Tregoe (KT) Problem Analysis is distinguished from other RCA methods because it:
Answer: Systematically defines IS and IS NOT conditions to narrow down the probable cause
KT Problem Analysis uses a structured IS/IS NOT comparison to define the problem precisely and logically distinguish it from similar situations that did not produce the failure.
In problem management, what does 'error control' refer to?
Answer: Managing known errors through to resolution, including implementing fixes and updating the KEDB
Error control manages the lifecycle of known errors, overseeing the implementation of fixes and ensuring the KEDB remains current.
A Pareto Chart used in problem management helps teams:
Answer: Identify which 20% of causes are responsible for 80% of incidents
Pareto Analysis applies the 80/20 rule to prioritize the few root causes that produce the majority of incidents, enabling focused corrective action.
Which statement about the relationship between change management and problem management is most accurate?
Answer: Problem management frequently raises change requests to implement permanent fixes identified through RCA
After identifying a permanent fix through RCA, problem management raises a change request through change management to safely implement the solution.
What is the key objective of trend analysis in proactive problem management?
Answer: To detect patterns in incident data that indicate emerging or systemic underlying problems
Trend analysis identifies recurring patterns in incident data that signal systemic issues, enabling teams to intervene before problems cause further disruption.
During an RCA session, a facilitator notices the team is fixating on blaming one individual. The best action is to:
Answer: Redirect the discussion to systemic and process factors using a blameless post-mortem approach
A blameless post-mortem focuses on systemic and process failures rather than individual blame, encouraging honest reporting and identifying true root causes.
Which of the following best defines 'problem' in ITIL-aligned incident and problem management?
Answer: The unknown underlying cause of one or more incidents
In ITIL, a problem is defined as the cause — often still unknown — of one or more incidents, distinguished from the incident itself which is the symptom.