ITIL 4 Specialist – Monitor, Support and Fulfil — Question 12

What has a significant negative impact on the effectiveness of problem management?

Answer options

• A. Recording known errors as a problem status instead of as a separate record type
• B. Creating a single problem that is linked to multiple incident records
• C. Keeping problems open after all related incidents have been closed
• D. Terms and conditions in contracts with third parties

Correct answer: A

Explanation

The correct answer, A, indicates that misclassifying known errors as problem status can obscure the management process, making it less effective. Options B and C discuss issues that can complicate problem management but do not have as direct an impact as misrecording. Option D, while relevant to overall management, does not directly affect the problem management process itself.