IT Service Management Foundation Practice Test

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).