Certified Implementation Specialist It Service Management CIS Itsm · Free Practice Question Medium
Question 14
Problem management provides which benefits for Incident management? (Choose 2)
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A
Solutions implemented reduce future incidents
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B
Incident managers authorize problem investigations
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C
Problem investigations automatically triggered for multiple user incidents
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D
Published workarounds help quickly resolve incidents
Reveal correct answers
Correct answers: A, D
Explanation
Here's the breakdown of the best answers:
Solutions implemented reduce future incidents: The primary goal of problem management is to address the root cause of incidents, preventing their recurrence, leading to a broader reduction in incidents.
Published workarounds help quickly resolve incidents: When known errors exist, having documented workarounds streamlines incident resolution, allowing support teams to provide faster relief to users.
Incorrect Answers:
Problem investigations automatically triggered for multiple user incidents: While automated escalation to a problem could be configured, it's not an inherent benefit of the problem management process itself.
Incident managers authorize problem investigations: Problem managers typically initiate investigations. While some organizations might have incident managers involved in the approval, it's not a universal benefit of problem management.
Key Point: Problem management proactively addresses the underlying causes of incidents, leading to long-term improvements in service quality and a reduction in incident volume.
Discussion
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