ITIL 4 Specialist – Monitor, Support and Fulfil — Question 10

An organization has started to introduce problem management. It has identified some problems, and resolved them, and the problem manager now wants to expand the practice.
What activity should the problem manager undertake NEXT?

Answer options

• A. Document process workflows and activities for an increased problem management scope
• B. Configure the service management tool to ensure that problems and known errors can be managed throughout their lifecycle
• C. Talk to senior leadership about the benefits that have already been achieved, and the risks that could be addressed in future
• D. Engage with suppliers and partners to ensure that they actively participate in future problem management activities

Correct answer: B

Explanation

The correct answer is B because configuring the service management tool is essential for effectively managing problems and known errors throughout their lifecycle, which is a critical step in expanding the problem management practice. Options A, C, and D are important activities but they do not address the immediate need to ensure that the necessary tools are in place to support the expanded practice.