Exam ITILFND V4 topic 1 question 245 discussion

Answer is A Every service has errors, *flaws*, or vulnerabilities that may cause incidents. They may include errors in any of the four dimensions of service management. Many errors are identified and resolved before a service goes live. However, some remain unidentified or unresolved, and may be a risk to live services. In ITIL, these errors are called *problems* and they are addressed by the problem management practice.

Answer is A Every service has errors, *flaws*, or vulnerabilities that may cause incidents. They may include errors in any of the four dimensions of service management. Many errors are identified and resolved before a service goes live. However, some remain unidentified or unresolved, and may be a risk to live services. In ITIL, these errors are called *problems* and they are addressed by the problem management practice.

IT staff actively analyzing the flaw, hence, it falls under monitor and event management practice. This practice identifies and prioritises infrastructure, services, business processes, and information security events; it also establishes the appropriate response to those events, and conditions that indicate potential faults or incidents. So answer is C (Event)

Taken from the ITIL text: Error - a flaw or vulnerability that may cause incidents. (Described in first sentence) Known error - a problem that has been analyzed but has not been resolved. (Described in second sentence). Although the definition of known error is stated in the past tense, I believe D still applies more clearly than the other options.

In ITIL 4, the correct name for a flaw in an application that could cause a service to fail is an event. An event is an unplanned occurrence that has a potential impact on a service. In this case, the flaw in the application could cause the service to fail, so the flaw is an event. A problem is an identified cause of one or more incidents. In this case, the IT staff are actively analyzing the application to try and understand the root cause of the flaw, so they are not yet at the stage of identifying a problem. An incident is an unplanned interruption or degradation of a service. In this case, the service has not yet failed, so it is not yet an incident. A known error is an error that has been identified and documented, but not yet resolved. In this case, the IT staff are still investigating the flaw, so it is not yet a known error. Therefore, the correct answer is C. Event.

Finding the root cause "understanding what is going on" is Problem Management

C est A

B. Incident An incident is an unplanned interruption to an IT service or a reduction in the quality of an IT service. An incident can be caused by a number of things, including hardware or software failure, human error, or a security breach. In this scenario, the flaw in the application is causing the service to fail, and IT staff are actively analyzing the application to try and understand the cause. Therefore, the correct name for this type of flaw is an incident. A problem is a cause or potential cause of one or more incidents. It is an unknown underlying condition that is causing incidents to occur. A known error is a problem that has been identified, logged, and known by the IT service provider, and it's under management. An event is any observable occurrence in a system or IT infrastructure. It can be an incident, problem or change.

Answer is A

Answer is A 5.2.8 Problems are related to incidents, but should be distinguished as they are managed in different ways: - Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place. - Problems are the causes of incidents. They require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.

It's a known error. Errors are related to flaws, problems are related to incidents/unplanned outages. "error A flaw or vulnerability that may cause incidents."

It's a known error. Errors are related to flaws, problems are related to incidents/unplanned outages. "error A flaw or vulnerability that may cause incidents."

A is correct. They are trying to understand what is causing the issue. So, problem management.

B is correct