5.2.8 problem management Problem identification activities identify and log problems. These include: •performing trend analysis of incident records •detection of duplicate and recurring issues by users, service desk, and technical support staff •during major incident management, identifying a risk that an incident could recur •analysing information received from suppliers and partners

A all the way. C and B are referring to incidents.

C. When a user reports an unplanned service interruption This is because a problem in IT Service Management is typically logged when there’s an unplanned interruption to an IT service, or a reduction in the quality of an IT service. This could be reported by a user or detected and reported by the service provider. The other options (A, B, and D) are typically steps that occur after a problem has been logged and are part of the problem management process, not the problem identification process. However, please verify this with your study materials or instructor to ensure accuracy.

C. When a user reports an unplanned service interruption In ITIL v4, a problem is typically logged during the problem identification phase when there is a recurrence of incidents or when a single incident is so critical that it requires further analysis to prevent future occurrences. When a user reports an unplanned service interruption, it may lead to the identification of a problem that needs to be managed and resolved to prevent future disruptions. Identifying and logging the problem is crucial to conducting a thorough analysis to find the root cause and eventually find a resolution.

I vote for B by elimination. A is an unknown error. C is an incident. D is logically eliminated because finding workarounds occur after a problem I identified. B is correct.

Answer is C

Problem identification activities identify and log problems. These include: performing trend analysis of incident records detection of duplicate and recurring issues by users, service desk, and technical support staff during major incident management, identifying a risk that an incident could recur analysing information received from suppliers and partners analysing information received from internal software developers, test teams, and project teams

5.2.8 - A problem is logged as part of the problem identification process when (a user reports an unplanned service interruption) or when the service provider detects an issue that is impacting service delivery.

C. When a user reports an unplanned service interruption A problem is logged as part of the problem identification process when a user reports an unplanned service interruption or when the service provider detects an issue that is impacting service delivery. This process involves documenting the problem, including details such as the symptoms, the time of occurrence, and the potential impact on the business. This information is then used to diagnose the root cause of the problem and to develop a plan for resolving it.

answer is B