ITPEC IP October 2020 Question 62

Problem management — the IT service management process that finds the root cause behind incidents and removes it so they do not recur.

A problem is the underlying cause of one or more incidents. Problem management analyses incident records to find it, records it as a known error with a workaround, and proposes a permanent fix, which is then carried out through change management and release and deployment management.

Answer (c)

Why not others:

• •(a) Incident management — restores the service as quickly as possible, with a workaround if needed; it does not look for the root cause
• •(b) Change management — assesses, approves and controls changes, including the fix that problem management requests, but does not investigate causes
• •(d) Release management — builds, tests and deploys approved changes into the production environment

Key rule: Incident management restores service, problem management removes causes, change management controls changes, and release management deploys them.

Service Management · AI-written, may contain errors