Exam ITILFND V4 topic 1 question 169 discussion

A. Analyzing information from software developers Problem Identification B. Establishing problem workarounds Problem Control C. Analyzing the cause of problems Problem Control D. Establishing potential permanent solutions Error Control

Problem identification activities identify and log problems. These include: ●● performing trend analysis of incident records ●● detection of duplicate and recurring issues by users, service desk, and technical support staff ●● during major incident management, identifying a risk that an incident could recur ●● analysing information received from suppliers and partners ●● analysing information received from internal software developers, test teams, and project teams.

A is correct. C cannot be correct. The problem itself is the cause (... for the incident). There is no cause of cause according to ITIL 4.

Problem identification involves identifying & logging problems, performing the trend analysis of the incidents, detection of duplicate or recurring incidents, identifying the risks involved in major incident scenarios, analyzing the information provided by suppliers, developers, partners, etc.

Analyzing the cause of problems

Analyzing the cause of the problem is part of the broader problem management process, and analyzing information from software developers will be part of it.

Analyzing information received from internal software developers, test teams, and project teams.

The answer is A 5.2.8 Pg.176 Problem identification activities identify and log problems. These include: -performing trend analysis of incident records -detection of duplicate and recurring issues by users, service desk, and technical support staff -during major incident management, identifying a risk that an incident could occur -analysing information received from suppliers and partners -"analysing information received from internal software developers, test teams and project teams

A is correct! It is mentioned in the book, information from SW developers falls within the Problem identification phase

Analyzing the cause of problems is part of the broader problem management process, which includes problem identification as one of its steps

Problem identification involves activities that help to detect and log problems. Analyzing the cause of problems is part of the broader problem management process, which includes problem identification as one of its steps. However, the specific activity that relates directly to problem identification is often about detecting trends or patterns that might indicate an underlying problem, rather than the deeper analysis of cause, which is typically a subsequent step in problem management.

The answer is C. Analyzing the cause of problems. Problem identification is the first step in the problem-solving process. It involves identifying the root cause of the problem. This can be done by gathering information from stakeholders, analyzing data, and conducting experiments. Once the root cause of the problem has been identified, it can be addressed. Option A, analyzing information from software developers, is an activity that would be done during the problem-solving process, but it is not part of problem identification. Option B, establishing problem workarounds, is an activity that would be done after the problem has been identified. It involves finding ways to work around the problem until it can be permanently solved. Option D, establishing potential permanent solutions, is an activity that would be done after the problem has been identified and the root cause has been determined. It involves developing solutions that will prevent the problem from happening again.

Should be A

Answer is A: "Problem identification activities identify and log problems. These include: • performing trend analysis of incident records • detection of duplicate and recurring issues by users, service desk, and technical support staff • during major incident management, identifying a risk that an incident could recur • analysing information received from suppliers and partners • analysing information received from internal software developers, test teams, and project teams."

C. Problems are the causes of incidents. They require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution.

A is correct.