CIM Root Cause Analysis & Problem Management 5

Question 1

When conducting a blameless post-mortem, which principle is most important?

Accepted Answer

Assuming people acted with good intent given the information available to them at the time

Answer

Blameless post-mortems assume people made reasonable decisions with the information they had, shifting focus to system improvements rather than individual punishment.

Question 2

A problem manager is reviewing several problem records and must decide which to prioritize. Which criterion should carry the most weight?

Accepted Answer

The potential business impact if the underlying cause remains unresolved

Answer

Business impact — the scope and severity of disruption caused if the problem persists — is the most important factor when prioritizing problem resolution efforts.

Question 3

In the context of RCA, what is a 'contributing factor' as distinct from a 'root cause'?

Accepted Answer

A condition that worsened the incident's impact but alone would not have caused it

Answer

Contributing factors amplify an incident's severity or probability but are insufficient on their own to cause the failure — the root cause is the fundamental trigger.

Question 4

Which activity formally closes a problem record in problem management?

Accepted Answer

When a permanent fix has been verified as effective and the record is reviewed and closed

Answer

A problem record is formally closed after a permanent fix has been implemented, tested, and confirmed effective, followed by a formal closure review.

Question 5

An incident manager notices that database timeout incidents spike every Monday morning. What problem management action is most appropriate?

Accepted Answer

Initiate a problem investigation to identify if a recurring scheduled job or resource contention is the root cause

Answer

A recurring pattern tied to a specific time indicates a likely systemic or scheduled trigger, warranting a structured problem investigation to identify and eliminate the root cause.

(CIM) Certified Incident Manager Practice Test

(CIM) Certified Incident Manager Practice Test

CIM Root Cause Analysis & Problem Management 5