Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

Which of the following is NOT within the scope of problem management?

1. To assess the impact and urgency of incident tickets

2. To determine resolution for underlying issues

3. Implementation of resolution through the correct control procedures

4. Pro-active identification of recurring incidents

The correct answer is: To assess the impact and urgency of incident tickets

The focus of problem management is primarily on identifying and managing the root causes of incidents to minimize the impact on the organization. This involves analyzing incidents that have occurred and implementing solutions to prevent recurrence. Assessing the impact and urgency of incident tickets is not a responsibility of problem management; instead, it falls under incident management. Incident management is concerned with restoring normal service operation as quickly as possible to minimize impact on the business. In contrast, problem management looks at the underlying issues that cause incidents and aims to resolve those to prevent future occurrences. Therefore, the choice indicating assessing incident impact and urgency is the one that is not within the scope of problem management. On the other hand, determining resolutions for underlying issues, implementing resolution through correct control procedures, and pro-actively identifying recurring incidents are all integral parts of problem management. Each of these activities contributes to the overall goal of reducing incidents and enhancing service quality.