Discover the key role of problem management practice in reducing incidents by identifying causes and managing specific aspects. Expand your ITIL 4 Foundation knowledge.
Table of Contents
Question
Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [?] and known errors.
A. events
B. changes
C. configuration items
D. workarounds
Answer
D. workarounds
Explanation
Problem management practice aims to minimize the occurrence and impact of incidents by identifying their actual and potential causes. It achieves this by managing workarounds and known errors.
Workarounds are temporary solutions to incidents or problems that allow services to continue operating, albeit with reduced functionality or performance, until a permanent resolution is implemented. Known errors are identified root causes of incidents or problems that have been diagnosed but not yet resolved.
By focusing on managing workarounds and known errors, problem management enables organizations to reduce the likelihood of recurring incidents, improve service availability, and enhance the overall quality of IT services delivered to customers.
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