CIM Root Cause Analysis & Problem Management 3 — Questions and Answers
Question 1: A known error differs from a problem in that a known error:
- Has no identified root cause
- Has a documented root cause and a known workaround or fix (Correct answer)
- Is an unresolved incident
- Is logged by the service desk only
Correct 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.
Question 2: Which of the following best describes the '5 Whys' technique's main limitation?
- It requires expensive software tools to execute
- It can lead to a single linear causal chain, missing multiple contributing factors (Correct answer)
- It is only applicable to IT incidents
- It requires a minimum of 10 team members
Correct 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.
Question 3: What role does the Known Error Database (KEDB) play in incident management?
- It stores change records for future audits
- It provides the service desk with documented workarounds to resolve incidents faster (Correct answer)
- It replaces the Configuration Management Database (CMDB)
- It tracks SLA compliance metrics
Correct 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.
Question 4: When prioritizing problems, which two factors are most commonly used?
- Cost and team availability
- Impact and urgency (Correct answer)
- Customer satisfaction and technician skill
- Incident age and escalation level
Correct answer: Impact and urgency
Problem priority is typically determined by combining impact (scope of business effect) and urgency (speed at which resolution is needed).
Question 5: 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?
- Pareto Analysis
- Ishikawa Diagram
- Fault Tree Analysis (Correct answer)
- Kepner-Tregoe Analysis
Correct 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.
Question 6: What is the purpose of a workaround in the context of problem management?
- To permanently fix the root cause of a problem
- To temporarily reduce or eliminate the impact of an incident while the problem remains open (Correct answer)
- To escalate the problem to a vendor
- To close the problem record without investigation
Correct 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.
Question 7: Which of the following scenarios triggers the need for a major problem review?
- A single low-priority incident resolved within SLA
- A high-impact incident that revealed significant gaps in the organization's processes or controls (Correct answer)
- A routine change successfully implemented
- An SLA compliance report submitted quarterly
Correct 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.
CIM Root Cause Analysis & Problem Management 3
A known error differs from a problem in that a known error: