ServiceNow Certified Implementation Specialist – IT Service Management — Question 214

What is a core difference between an Incident and a Problem?

Answer options

• A. Incidents are focused on one individual having an issue; Problems are when you have many people having the same issue
• B. Incidents can be any priority; Problems are high or critical
• C. Incidents are the same as a Problem
• D. Incidents are focused on the quickest resolution; Problems are focused on root cause analysis

Correct answer: D

Explanation

The correct answer, D, accurately highlights that Incidents prioritize a swift resolution to restore service, while Problems focus on analyzing the underlying cause to prevent future occurrences. Option A incorrectly simplifies the scope of Incidents and Problems, option B misclassifies the priority levels of Problems, and option C is false as they represent different concepts.