What document is included in the problem management artifacts? A. Incident history spreadsheet B. RACI spreadsheet C. Change request forms D. ITIL guidebook
Answer (1)
In the context of problem management within IT service management, the document included in the problem management artifacts is typically the Incident History Spreadsheet .
Problem management is a process aimed at managing the lifecycle of all problems that cause or could cause incidents. It ensures that recurring incidents don't happen, and if they do, they are minimized. Let's break down the options provided:
Incident History Spreadsheet : This document is crucial in problem management as it keeps track of incidents that have occurred. It helps in identifying patterns and potential problems, providing a basis for proactive problem resolution.
RACI Spreadsheet : While important for defining roles and responsibilities, especially in project management, it is not specifically a problem management artifact.
Change Request Forms : These are used in change management to propose changes in an IT environment. Although they might be involved in resolving problems, they are not directly part of problem management.
ITIL Guidebook : This is a framework for IT service management, not an artifact or specific document within problem management.
In problem management, the goal is to manage and document the lifecycle of problems and to ensure that they are resolved to prevent future incidents. The Incident History Spreadsheet plays a critical role in achieving this goal.
