ITIL ITIL Problem Management & Root Cause Analysis

Question 1

What is the PRIMARY objective of Problem Management in ITIL Service Operation?

Accepted Answer

To prevent problems and resulting incidents from happening and to minimize the impact of incidents that cannot be prevented

Answer

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'?

Accepted Answer

An incident is an unplanned disruption, while a problem is the underlying cause of one or more incidents

Answer

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?

Accepted Answer

A problem that has a documented root cause and a workaround or fix

Answer

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?

Accepted Answer

The Known Error Database (KEDB)

Answer

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?

Accepted Answer

The 5 Whys technique

Answer

The 5 Whys technique involves repeatedly asking 'why' in response to each answer to drill down to the root cause of a problem.

ITIL - Intermediate Service Operation Practice Test