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By ITIL · Question Mode

QuestionQ20

Problem Management

Some problems are identified using information about current and historical incidents.

Which software tools ensure this information is available for problem identification?

  • A Service configuration management tools
  • B Workflow management and collaboration tools
  • C Monitoring and event management tools
  • D Knowledge management tools
Explanation

Workflow management and collaboration tools support reactive problem identification by making incident records available for analysis. They also support impact and root-cause analysis through records from related management practices, including incidents and changes.

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