ITIL ITIL Problem Management & Root Cause Analysis 1 — Questions and Answers
Question 1: What is the PRIMARY objective of Problem Management in ITIL Service Operation?
- To restore service as quickly as possible after an incident
- To prevent problems and resulting incidents from happening and to minimize the impact of incidents that cannot be prevented (Correct answer)
- To manage changes to the IT infrastructure
- To monitor and report on service availability
Correct answer: To prevent problems and resulting incidents from happening and to minimize the impact of incidents that cannot be prevented
Problem Management aims to prevent problems and incidents from occurring and to minimize the impact of those that do occur.
Question 2: In ITIL, what is the difference between a 'problem' and an 'incident'?
- A problem is always more severe than an incident
- An incident is an unplanned disruption, while a problem is the underlying cause of one or more incidents (Correct answer)
- Problems are always caused by hardware, while incidents are caused by software
- An incident requires a workaround, while a problem does not
Correct answer: An incident is an unplanned disruption, while a problem is the underlying cause of one or more incidents
An incident is the disruption itself, while a problem is the underlying root cause of one or more incidents.
Question 3: What is a 'known error' in ITIL Problem Management?
- An incident that has not yet been resolved
- A problem that has a documented root cause and a workaround or fix (Correct answer)
- A configuration item that is out of compliance
- An event that has been escalated to management
Correct answer: A problem that has a documented root cause and a workaround or fix
A known error is a problem that has been analyzed and has a documented root cause along with a workaround or permanent fix.
Question 4: Where are known errors stored in the ITIL framework?
- The Configuration Management Database (CMDB)
- The Service Portfolio
- The Known Error Database (KEDB) (Correct answer)
- The Service Catalogue
Correct answer: The Known Error Database (KEDB)
Known errors are stored in the Known Error Database (KEDB), which is part of the Service Knowledge Management System (SKMS).
Question 5: Which technique involves asking 'why' repeatedly to identify the root cause of a problem?
- Ishikawa (fishbone) diagram
- The 5 Whys technique (Correct answer)
- Kepner-Tregoe analysis
- Pareto analysis
Correct answer: The 5 Whys technique
The 5 Whys technique involves repeatedly asking 'why' in response to each answer to drill down to the root cause of a problem.
Question 6: What is 'proactive Problem Management'?
- Responding to problems only after incidents have been raised
- Identifying and preventing problems before incidents occur by analyzing trends (Correct answer)
- Escalating problems to Change Management immediately
- Closing problems once a workaround has been found
Correct answer: Identifying and preventing problems before incidents occur by analyzing trends
Proactive Problem Management identifies and resolves problems before incidents occur by analyzing trends, event data, and monitoring information.
ITIL ITIL Problem Management & Root Cause Analysis 1
What is the PRIMARY objective of Problem Management in ITIL Service Operation?