Question

Which of the following is the goal of problem management?

A. Prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize impact of incidents that cannot be prevented.
B. Restore normal service operation as quickly as possible and minimize the adverse impact of incidents on business operations, thus ensuring that the best possible levels of service quality and
availability are maintained.
C. Detect and correlate operational alerts or communications generated by infrastructure items to manage operations and prevent problems in the environment.
D. Manage improvement to IT processes and services in order to increase efficiency, effectiveness and cost-effectiveness.

Answer 1

Problem management aims to prevent, eliminate, and minimize the impact of incidents by addressing the root causes. It is proactive and distinct from incident management. The correct answer is option A.

Step-by-step explanation:

The goal of problem management is to (A) prevent problems and resulting incidents from happening, eliminate recurring incidents, and minimize the impact of incidents that cannot be prevented. Problem management focuses on addressing the root causes of incidents to enhance overall IT service quality and reliability. This proactive approach involves identifying patterns, analyzing trends, and implementing preventive measures to avoid recurring issues. By understanding and addressing the underlying problems, organizations can reduce the frequency and impact of incidents, leading to improved service stability.

Options (B), (C), and (D) describe goals associated with incident management, monitoring, and general IT process improvement, respectively, making option (A) the correct choice for the specific goal of problem management.

The goal of problem management is to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented. This is accomplished by identifying and analyzing the root causes of incidents and problems, and then establishing measures to improve or eliminate those causes. It is a proactive process, focusing on the long-term health of the IT infrastructure by recognizing trends and patterns that could lead to future problems. This contrasts with incident management, which is reactive and focuses on restoring normal service operation as quickly as possible after an incident has occurred.

Therefore, the correct answer to the question is: 'A. Prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.'