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  3. ITIL 4 Practitioner Problem Management

ITIL ITIL 4 Practitioner Problem Management Exam (page: 1)
ITIL 4 Practitioner: Problem Management
Updated on: 06-Apr-2026

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ITIL 4 Practitioner Problem Management PDF 20 Questions

What is a problem called if an expert has identified the underlying cause, but has not yet devised a solution?

  1. A known error
  2. A workaround
  3. Technical debt
  4. Problem model

Answer(s): A

Explanation:

A known error is a problem that has been analyzed, and its root cause is understood, but a permanent resolution has not yet been implemented. It remains in this state until a solution is developed and deployed to remove the error completely.



What is a benefit of sharing a list of the most serious ongoing problems?

  1. People from different teams may suggest solutions
  2. Problems caused by repeat incidents will be identified
  3. Problems caused by errors in vendor products will be identified
  4. Reliability of IT services will be increased

Answer(s): A

Explanation:

Sharing a list of the most serious ongoing problems promotes transparency and collaboration across teams. It enables individuals with different expertise to contribute ideas or potential solutions, increasing the likelihood of resolving complex or cross-functional problems effectively.



What should a service provider do to help ensure that problem management support from third parties is fast and effective?

  1. Provide the third party with access to confidential services and data
  2. Improve communication and collaboration
  3. Document formal processes for all activities
  4. Document all third-party activities in problem models

Answer(s): B

Explanation:

Effective communication and collaboration with third parties ensure that information about problems, impacts, and priorities is shared quickly and clearly. This enables faster diagnosis and resolution, helping third-party partners to provide timely and efficient problem management support.



Why do service providers adopt and develop problem management?

  1. To remove errors from the live environment where possible
  2. To eliminate errors from the live environment
  3. To eliminate incidents from the live environment
  4. To reduce complexity of the live environment

Answer(s): A

Explanation:

The purpose of problem management is to identify and manage the causes of incidents and remove errors from the IT environment when feasible. While complete elimination of all errors may not always be achievable, proactive problem management aims to minimize their impact and prevent recurrence.



A service provider identified several errors in the IT infrastructure which cannot be resolved for various reasons. The infrastructure management team identified workarounds which reduced the likelihood of incidents caused by these errors to a minimum. However, the team is aware of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid.

How can automation of problem management support the team in this situation?

  1. By supporting the problem management metrics
  2. By supporting problem diagnosis with machine learning
  3. By supporting integration with incident management records
  4. By supporting automated periodic control of known errors

Answer(s): D

Explanation:

Automation can be used to schedule and perform regular reviews of known errors to verify that their impact assessments and workarounds remain accurate and effective. This ensures continuous monitoring and proactive management without relying solely on manual checks.



What includes all four dimensions of service management?

  1. The process `reactive problem management'
  2. The metric `number and impact of incidents prevented by problem resolution'
  3. The practice success factor `identifying and understanding the problems and their impact on services'
  4. The role `problem manager'

Answer(s): C

Explanation:

This practice success factor involves all four dimensions of service management - organizations and people, information and technology, partners and suppliers, and value streams and processes - because understanding problems and their impact requires collaboration, data analysis, supplier coordination, and integration into service workflows.



What problem management capability level is assigned to an organization that has very little problem management activity or achievements?

  1. Level 0
  2. Level 1
  3. Level 2
  4. Level 3

Answer(s): A

Explanation:

At Capability Level 0, problem management is either nonexistent or has minimal activity and achievements. The organization lacks structured processes or defined practices for identifying, analyzing, or managing problems systematically.



During problem control, solutions for ongoing and future incidents can be found. These solutions can be used until the problem is resolved.

Which software tools help to provide these solutions to incident management teams?

  1. Knowledge management tools
  2. Workflow management and collaboration tools
  3. Monitoring and event management tools
  4. Service configuration management tools

Answer(s): A

Explanation:

Knowledge management tools store and share information such as workarounds and known error records that can help incident management teams quickly restore service. By providing easy access to these documented solutions, they enable efficient resolution of recurring or related incidents.



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