During an ITIL-aligned review, an operations lead needs to distinguish incident management from problem management. Which statement correctly captures the difference in their primary objectives?
- AIncident management removes the root cause of recurring faults, while problem management provides a fast temporary workaround to users
- BIncident management restores normal service operation as quickly as possible, while problem management identifies and removes the underlying cause of one or more incidents Correct
- CIncident management authorises configuration changes, while problem management maintains the definitive record of approved assets
- DIncident management measures service-level attainment, while problem management negotiates the service-level agreement with the customer
Why A is wrong: This reverses the two disciplines; root-cause removal is problem management and the tempting overlap is that problem management does produce workarounds, but restoration speed belongs to incident management.
Why B is correct: This is the standard ITIL distinction: incident management prioritises rapid service restoration and problem management targets root-cause elimination.
Why C is wrong: These describe change and configuration management respectively, so the statement misattributes both objectives despite sounding process-oriented.
Why D is wrong: Both clauses belong to service-level management, not to the incident or problem processes, so the pairing is tempting but wrong.