Question

Problem management recommends three phases to follow. Choose the correct phases.

• A. Problem identification, Problem control and Error control
• B. Problem facing, Problem control and List out errors
• C. Problem identification, Error listing and Planning for future
• D. Problem identification, Recovery strategy and Planning for future

Hint:

Remember that Incident Management focuses on restoring services as quickly as possible (treating the symptom), while Problem Management focuses on identifying, controlling, and correcting the root cause (curing the disease).

Answer 1

The Correct Option is A

Step 1: Understanding ITIL Problem Management:
In ITSM, an incident is an unplanned interruption to an IT service. A problem is defined as the underlying, unknown cause of one or more incidents. The objective of Problem Management is to prevent incidents from recurring by finding and resolving their root causes.

Step 2: Analyzing the Three Core Phases of Problem Management:
ITIL structures Problem Management into three sequential, highly defined operational phases:

• Problem Identification: Detecting, registering, and logging problems based on incident patterns, service desk tickets, or proactive infrastructural analyses.
• Problem Control: Investigating and analyzing the problem to find its root cause, deconstructing its mechanics, and establishing a temporary workaround for the Service Desk.
• Error Control: Documenting the issue as a "Known Error" in the Known Error Database (KEDB), finding permanent solutions (like a software patch or hardware replacement), and coordinating changes via Change Management.

Step 3: Conclusion:
Therefore, the three core phases recommended by Problem Management are Problem identification, Problem control, and Error control, matching option (A).