Practice Quiz

IT Service Management Foundation Practice Test

Category - ITIL

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How do Problem Management and Incident Management differ?
  1. Problem Management focuses on root cause and Incident Management focuses on the symptoms
  2. Incident Management focuses on root cause and Problem Management focuses on the symptoms
  3. Problem Management focuses on issue priority and Incident Management focuses issue urgency
  4. There is no difference, they mean the same thing.
Explanation
Answer: A - The difference between Problem Management and Incident Management is that Problem Management focuses on root cause and Incident Management focuses on the symptoms.

Key Takeaway: Incident Management is focused on restoring normal service operation as quickly as possible while reducing the impact to the business. This focus results in the highest levels of service quality and availability. Normal service operation is defined as operating within the limits of established Service Level Agreements (SLAs).
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