ITIL ITIL Problem Management & Root Cause Analysis 2 — Questions and Answers
Question 1: What is the relationship between Problem Management and Change Management?
- Problem Management replaces Change Management for urgent fixes
- Problem Management raises Requests for Change (RFCs) to implement permanent fixes (Correct answer)
- Change Management approves problem records before investigation begins
- They operate completely independently with no interaction
Correct answer: Problem Management raises Requests for Change (RFCs) to implement permanent fixes
Problem Management raises RFCs through Change Management to implement permanent fixes for known errors and resolved problems.
Question 2: What is the purpose of a 'workaround' in ITIL Problem Management?
- A permanent solution to a problem
- A temporary measure to reduce or eliminate the impact of an incident or problem until a permanent fix is available (Correct answer)
- A configuration change that prevents incidents from recurring
- A report submitted to management on problem status
Correct answer: A temporary measure to reduce or eliminate the impact of an incident or problem until a permanent fix is available
A workaround is a temporary measure that reduces or eliminates the impact of an incident or problem before a permanent fix is implemented.
Question 3: Which root cause analysis tool visually maps potential causes of a problem in categories?
- 5 Whys technique
- Pareto chart
- Ishikawa (fishbone) diagram (Correct answer)
- Fault tree analysis
Correct answer: Ishikawa (fishbone) diagram
The Ishikawa (fishbone) diagram visually maps potential causes of a problem across categories such as people, processes, technology, and environment.
Question 4: When should a problem record be closed in ITIL?
- As soon as a workaround is found
- When all incidents linked to it have been resolved
- Only after a permanent fix has been implemented and verified (Correct answer)
- When the problem has been escalated to a third-party vendor
Correct answer: Only after a permanent fix has been implemented and verified
A problem record should be closed only after a permanent fix has been implemented and verified, ensuring the root cause has been eliminated.
Question 5: What is a 'Problem Review' conducted after a major problem?
- A meeting to assign blame for the incident
- An analysis to identify lessons learned and prevent recurrence (Correct answer)
- A financial audit of costs incurred during the incident
- A review of SLA compliance following service restoration
Correct answer: An analysis to identify lessons learned and prevent recurrence
A Problem Review (or post-implementation review) is conducted to identify lessons learned and improvements to prevent similar problems in the future.
Question 6: Which ITIL concept describes categorizing problems based on the number of incidents they cause and their business impact?
- Problem prioritization (Correct answer)
- Known error cataloging
- Incident trending
- Service impact analysis
Correct answer: Problem prioritization
Problem prioritization uses the frequency of related incidents and business impact to determine which problems should be investigated first.
ITIL ITIL Problem Management & Root Cause Analysis 2
What is the relationship between Problem Management and Change Management?