ITIL 4 Foundation - Problem Management

Identify the missing word in the following sentence. A known error is a problem that has been [?] and has not been resolved.

• A. logged

• B. Analysed

• C. escalated

• D. closed

Which statement about known errors and problems is CORRECT?

• A. Known error is the status assigned to a problem after it has been analysed

• B. A known error is the cause of one or more problems

• C. Known errors cause vulnerabilities, problems cause incidents

• D. Known errors are managed by technical staff, problems are managed by service management staff

What should be done for every problem?

• A. It should be diagnosed to identify possible solutions

• B. It should be prioritised based on its potential impact and probability

• C. It should be resolved so that it can be closed

• D. It should have a workaround to reduce the impact

When should the effectiveness of a problem workaround be assessed?

• A. Whenever the workaround is used

• B. Whenever the problem is resolved

• C. Whenever the workaround becomes a known error

• D. Whenever the problem is prioritized

When should a change request be submitted to resolve a problem?

• A. As soon as a solution for the problem has been identified

• B. As soon as a workaround for the problem has been identified

• C. As soon as the analysis of the frequency and impact of incidents justifies the change

• D. As soon as the analysis of cost, risks and benefits justifies the change

What is the purpose of the 'problem management' practice?

• A. To protect the information needed by the organization to conduct its business

• B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

• C. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services

• D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Which two practices use workarounds?

• A. Change control and continual improvement

• B. Change control and problem management

• C. Problem management and incident management

• D. Incident management and continual improvement

What are the three phases of 'problem management'?

• A. Problem logging, problem classification, problem resolution

• B. Incident management, problem management, change control

• C. Problem identification, problem control, error control

• D. Problem analysis, error identification, incident resolution

What is a problem?

• A. An addition or modification that could have an effect on services

• B. Any change of state that has significance for the management of a configuration item

• C. A cause or potential cause of one or more incidents

• D. An unplanned reduction in the quality of a service

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

• A. Change control

• B. Continual improvement

• C. Problem management

• D. Service desk