Problem Management Questions
Root cause analysis, known error management, workarounds, and permanent solutions.
About Problem Management
Problem Management identifies and resolves the underlying cause of incidents. It involves root cause analysis, documenting workarounds, and implementing permanent solutions to prevent recurrence.
Why This Matters for Your Exam
Problem Management accounts for 15% of the CIS-ITSM exam. Questions focus on the problem lifecycle, Known Error Database (KEDB), root cause analysis, and the relationship between problems and incidents.
Key Concepts to Master
Understand the three lifecycle stages (Detection/Logging, Investigation/Diagnosis, Resolution/Closure), the Known Error Database, problem tasks, and how to communicate workarounds to related incidents.
Exam Tips
Remember that only the problem_manager role can reopen a problem. Know the two key RCA questions: 'What happened?' and 'Why did it happen?' Problems with workarounds but no permanent fix remain in the KEDB.
Practice Questions
10 questions availableWhat is the primary goal of Problem Management?
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What is the Known Error Database (KEDB)?
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