ITIL 4 Foundation Practice Mode

Community Discussion

Written by other learners. Comments can disagree with the marked answer — check the official documentation when in doubt.

• 15

  B- 5.2.8 Problem management: Every service has errors, flaws, or vulnerabilities that may cause incidents. They may include errors in any of the four dimensions of service management. Many errors are identified and resolved before a service goes live. However, some remain unidentified or unresolved, and may be a risk to live services. In ITIL, these errors are called problems and they are addressed by the problem management practice.

• 7

  B. Problem management. Problem management is the practice of managing the lifecycle of problems to prevent incidents from occurring and to minimize the impact of incidents that cannot be prevented. One of the key activities of problem management is to identify the root cause of incidents and to take steps to prevent similar incidents from occurring in the future. One of the types of problems that problem management addresses is the management of vulnerabilities that were not identified before the service went live. These vulnerabilities may be discovered through incident management or through other means, such as vulnerability scans or security audits. Once these vulnerabilities are identified, problem management teams can work to investigate the root cause and develop a plan to mitigate the risk. This may involve developing and implementing a patch or workaround, or making changes to the service design to address the vulnerability. Overall, problem management is a critical aspect of service management, as it helps organizations to identify and address the underlying causes of incidents, and to improve the reliability and stability of services.

• 1

  B. Problem management