ITPEC FE Morning October 2023 Question 57

Analyzing incident trends and proposing measures to prevent future incidents — proactive problem management acts before incidents happen.

Problem management finds and removes the root causes of incidents. It works in two ways:

• •Reactive: starts from incidents that have already occurred, identifies the cause, and resolves the problem
• •Proactive: studies incident records and trends to spot weaknesses and removes them before they cause incidents

Only option (a) looks ahead: trend analysis leading to preventive measures.

Answer (a)

Why not others:

• •(b) — classifying and prioritising problems that are already detected and recorded is part of reactive problem control
• •(c) — evaluating how well a critical problem was resolved is a major problem review, done after the fact
• •(d) — watching for recurrence after a problem is resolved is follow-up to a problem already handled, not prevention

Key rule: Proactive means analysing trends to prevent incidents that have not yet happened; everything that responds to an existing incident or problem is reactive.

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