Itil Module 13 – Problem Management

Front 1

What are the key words for problem management?

Back 1

Stabilization, root cause, eradicate

Front 2

What is the mission?

Back 2

To stabilize the IT infrastructure by discovering and eradicating the root cause of problems and in doing so reduce the number of incidents

Front 3

What are some of the key benefits for problem management?

Back 3

Improves IT service quality by stabilizing the infrastructure.
Reduces incident volume levels.
Achieves permanent solutions.
Improves by learning from past experiences.
Improves first-time fix rates at the Service Desk. Reduces
crisis management.

Front 4

What is a known error?

Back 4

A problem for which a work-around or solution exists.

Front 5

What two processes make up problem management?

Back 5

Problem control
Error Control

Front 6

What is the responsibility of problem control?

Back 6

Root cause analysis, diagnosis, workaround or solution.

Front 7

What is the responsibility of error control?

Back 7

Error analysis, justification (feasibility and cost) for eradication

Front 8

When is an incident not a problem?

Back 8

When the root cause is known and a solution or workaround exists.