ITIL ITIL Problem Management & Root Cause Analysis 2

Question 1

What is the relationship between Problem Management and Change Management?

Accepted Answer

Problem Management raises Requests for Change (RFCs) to implement permanent fixes

Answer

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?

Accepted Answer

A temporary measure to reduce or eliminate the impact of an incident or problem until a permanent fix is available

Answer

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?

Accepted Answer

Ishikawa (fishbone) diagram

Answer

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?

Accepted Answer

Only after a permanent fix has been implemented and verified

Answer

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?

Accepted Answer

An analysis to identify lessons learned and prevent recurrence

Answer

A Problem Review (or post-implementation review) is conducted to identify lessons learned and improvements to prevent similar problems in the future.

ITIL - Intermediate Service Operation Practice Test