ASQ CQIA Exam - Topic 2 Question 15 Discussion

Question

Why is there sometimes conflict between the goals of Incident Management and those of Problem Management?

Tawna · Accepted Answer

C) Because Problem Management is focusing on identifying permanent solutions and therefore the speed with which these solutions are found is of secondary importance

Tawna · Answer

A) Because specialist support staff do not properly document the work-arounds they identify which consequently prevents the 1st line support staff from applying them the next time the incident occurs

Tawna · Answer

B) Because Problem Management is often carried out by technical staff who also have operations responsibilities and who cannot allocate enough resources to problem solving

Tawna · Answer

D) Because Problem Management staff rarely give feedback spontaneously, forcing the 1st line support staff to chase them