CIM Root Cause Analysis & Problem Management 4 — Questions and Answers
Question 1: Kepner-Tregoe (KT) Problem Analysis is distinguished from other RCA methods because it:
- Uses only quantitative data for analysis
- Systematically defines IS and IS NOT conditions to narrow down the probable cause (Correct answer)
- Requires a fishbone diagram as its primary tool
- Focuses exclusively on human error factors
Correct answer: Systematically defines IS and IS NOT conditions to narrow down the probable cause
KT Problem Analysis uses a structured IS/IS NOT comparison to define the problem precisely and logically distinguish it from similar situations that did not produce the failure.
Question 2: In problem management, what does 'error control' refer to?
- Managing access permissions to prevent unauthorized changes
- Managing known errors through to resolution, including implementing fixes and updating the KEDB (Correct answer)
- Monitoring error logs in real time
- Conducting quality audits of incident tickets
Correct answer: Managing known errors through to resolution, including implementing fixes and updating the KEDB
Error control manages the lifecycle of known errors, overseeing the implementation of fixes and ensuring the KEDB remains current.
Question 3: A Pareto Chart used in problem management helps teams:
- Map all dependencies between configuration items
- Identify which 20% of causes are responsible for 80% of incidents (Correct answer)
- Create a timeline of incident events
- Document workarounds for known errors
Correct answer: Identify which 20% of causes are responsible for 80% of incidents
Pareto Analysis applies the 80/20 rule to prioritize the few root causes that produce the majority of incidents, enabling focused corrective action.
Question 4: Which statement about the relationship between change management and problem management is most accurate?
- Change management operates independently of problem management
- Problem management frequently raises change requests to implement permanent fixes identified through RCA (Correct answer)
- Change management replaces problem management in agile environments
- Problem records must be closed before any change request is raised
Correct answer: Problem management frequently raises change requests to implement permanent fixes identified through RCA
After identifying a permanent fix through RCA, problem management raises a change request through change management to safely implement the solution.
Question 5: What is the key objective of trend analysis in proactive problem management?
- To calculate the cost of each incident
- To detect patterns in incident data that indicate emerging or systemic underlying problems (Correct answer)
- To measure technician performance over time
- To produce weekly management reports
Correct answer: To detect patterns in incident data that indicate emerging or systemic underlying problems
Trend analysis identifies recurring patterns in incident data that signal systemic issues, enabling teams to intervene before problems cause further disruption.
Question 6: During an RCA session, a facilitator notices the team is fixating on blaming one individual. The best action is to:
- Remove the individual from the session
- Redirect the discussion to systemic and process factors using a blameless post-mortem approach (Correct answer)
- Escalate to HR immediately
- Conclude the session and submit the findings as-is
Correct answer: Redirect the discussion to systemic and process factors using a blameless post-mortem approach
A blameless post-mortem focuses on systemic and process failures rather than individual blame, encouraging honest reporting and identifying true root causes.
Question 7: Which of the following best defines 'problem' in ITIL-aligned incident and problem management?
- An unplanned interruption to a service
- The unknown underlying cause of one or more incidents (Correct answer)
- A formal escalation of a customer complaint
- A failed change that caused an outage
Correct answer: The unknown underlying cause of one or more incidents
In ITIL, a problem is defined as the cause — often still unknown — of one or more incidents, distinguished from the incident itself which is the symptom.
CIM Root Cause Analysis & Problem Management 4
Kepner-Tregoe (KT) Problem Analysis is distinguished from other RCA methods because it: