In IT service management based on ITIL principles, what is the main purpose of "problem management" as distinct from "incident management"?
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Incorrect.
The correct answer is C) Problem management focuses on identifying and addressing the root causes of recurring incidents to prevent them from happening again, while incident management focuses on restoring normal service as quickly as possible
Correct Answer
Problem management focuses on identifying and addressing the root causes of recurring incidents to prevent them from happening again, while incident management focuses on restoring normal service as quickly as possible
Incident management is concerned with restoring service quickly after a disruption (treating the symptom), while problem management digs into the underlying root causes of recurring incidents to prevent them from recurring (treating the disease).