Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

What is the primary goal of Problem Management?

1. To handle incidents effectively

2. To minimize the impact of incidents

3. To prevent incidents from occurring

4. To ensure services are delivered efficiently

The correct answer is: To prevent incidents from occurring

The primary goal of Problem Management is to prevent incidents from occurring, which aligns directly with the overarching aim of improving service quality and minimizing disruptions to the business. By identifying the root causes of incidents (a problem) and implementing fixes or workarounds, Problem Management focuses on eliminating these underlying issues so that incidents are less likely to reoccur. This proactive approach not only enhances the stability and reliability of IT services but also supports other processes within the Service Lifecycle by contributing to a reduction in overall incident volume. By preventing incidents, organizations can save resources, reduce downtime, and ultimately provide better service delivery to their customers. While handling incidents and minimizing their impact are also important functions within the ITIL framework, they are primarily the focus of Incident Management. Similarly, ensuring services are delivered efficiently pertains more to Service Delivery processes than specifically to Problem Management. Therefore, the focus on prevention is what distinctly defines the main goal of Problem Management in ITIL.