ITPEC FE Morning October 2022 Question 56
ITPEC FE Morning October 2022 — Question 56 of 80
In ITIL, a problem record includes a cross-reference to the incident(s) that triggered it. This enables traceability — linking symptoms (incidents) back to their root cause (problem).
- •Incident = an unplanned interruption ("what happened?")
- •Problem = the underlying root cause ("why did it happen?")
- •One problem can be linked to many incidents (1:N relationship)
Why not others:
- (b) Incident records are never deleted when a problem is closed — they are kept for audit and history
- (c) One problem record can be associated with multiple incident records, not just one
- (d) Problems and incidents use the same classification criteria (e.g., category, priority) for consistency
Key rule: A problem record always cross-references its triggering incidents to maintain full traceability.
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