Zephyr Professional Practice Test

Which of the following best encapsulates the purpose of problem management?

1. To enhance application design

2. To solve user complaints

3. To resolve root causes of incidents

4. To track software development progress

The correct answer is: To resolve root causes of incidents

The purpose of problem management is fundamentally centered around identifying and addressing the underlying root causes of incidents that disrupt service availability or quality. This process aims to prevent recurring issues and improve overall service reliability. By focusing on root cause analysis, problem management reduces the frequency and impact of incidents, ultimately leading to a more stable IT environment. Enhancing application design, solving user complaints, or tracking software development progress are important activities but do not capture the core aim of problem management, which is to systematically deal with issues at their source rather than merely addressing symptoms or associated user dissatisfaction. Recognizing the distinction between problem management and incident management is crucial, as problem management seeks lasting solutions, whereas incident management might simply involve resolving immediate user issues without delving into their root causes.