ITIL 4 Foundation — Question 45

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

Answer options

• 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

Correct answer: B

Explanation

'Problem management' aims to minimize the occurrence and impact of incidents by uncovering their actual and potential causes, as well as managing workarounds and known errors, making option B the correct choice. Options A, C, and D focus on different aspects of IT service management, such as information protection, aligning services to business needs, and incident response, respectively, which do not define the purpose of problem management.