ITPEC FE Subject A October 2025 Question 44

The problem record cross-references the incident that triggered it — the link lets a root cause be traced back to the incidents it produced.

An incident is an interruption to a service, to be restored as quickly as possible. A problem is the underlying cause of one or more incidents. When a problem record is opened because of an incident, it carries a reference to that incident record, and the incident record refers back to the problem. With the link, related incidents can be closed once the fix is in place, and the number of incidents a single cause has produced can be seen.

Answer (a)

Why not others:

• •(b) — records are kept, not deleted, when a known error is identified; the incident history is still needed for trend analysis and audit
• •(c) — one problem is often the cause of many incidents, and a problem can also be opened proactively with no incident at all
• •(d) — problems are classified with the same categories as incidents, so that the two can be matched and analysed together

Key rule: Incident management restores the service, problem management finds the cause, and their records stay linked, never merged or deleted.

Service Management · AI-written, may contain errors