Exam ITILFND V4 topic 1 question 8 discussion

B- 5.2.8 Problem management: 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.

B. Problem management. Problem management is the practice of managing the lifecycle of problems to prevent incidents from occurring and to minimize the impact of incidents that cannot be prevented. One of the key activities of problem management is to identify the root cause of incidents and to take steps to prevent similar incidents from occurring in the future. One of the types of problems that problem management addresses is the management of vulnerabilities that were not identified before the service went live. These vulnerabilities may be discovered through incident management or through other means, such as vulnerability scans or security audits. Once these vulnerabilities are identified, problem management teams can work to investigate the root cause and develop a plan to mitigate the risk. This may involve developing and implementing a patch or workaround, or making changes to the service design to address the vulnerability. Overall, problem management is a critical aspect of service management, as it helps organizations to identify and address the underlying causes of incidents, and to improve the reliability and stability of services.

B. Problem management

Ans B is the correct.

Ans B Problem Management in ITIL is focused on identifying and managing the root causes of incidents and preventing recurrence of incidents related to these problems. This includes the management of vulnerabilities that were not detected during the earlier stages of service design and transition, which become apparent only after the service is operational.

Its **B**: 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.

A. Service request management is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. B. Problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors. C. Change control is used to help plan changes, assist in communication, avoid conflicts, and assign resources. -> help manage normal changes D. Service level management is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored and managed against these targets.