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When does an incident turn into a problem?
Suggested Answer: B
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29 comments · newest first
TH
Thea
5 months ago
D feels right too. Urgency often defines a problem.
RO
Robt
5 months ago
A is interesting. Internal feedback can highlight deeper issues.
CA
Catalina
5 months ago
C is my pick. External customers escalate issues more.
ED
Edna
6 months ago
I lean towards D. Critical incidents need quick action!
DA
Darnell
6 months ago
I thought all customer incidents were problems, no?
FR
Francis
6 months ago
Definitely B! If the team can't handle it, it's a problem.
TA
Tayna
6 months ago
Wait, so an internal report doesn't count as a problem?
EL
Elly
6 months ago
Totally agree, especially if it's critical!
KA
Kanisha
7 months ago
It's usually when it can't be fixed quickly.
AM
Amber
7 months ago
B is the way to go. If the incident management team can't handle it, then it's a problem, plain and simple.
NO
Novella
7 months ago
Haha, I bet the answer is D. Anything that needs "immediate attention" is definitely a problem!
LU
Luann
8 months ago
Hmm, I'm not sure. I'm leaning towards C - if the incident is raised by an external customer, that's when it becomes a problem.
VI
Viva
8 months ago
D seems like the correct answer to me. If the incident is critical and needs immediate attention, then it should be considered a problem.
RO
Rosalyn
8 months ago
I think the answer is B. If the incident is not addressable by the incident management team, then it becomes a problem.
VI
Vicky
8 months ago
I practiced a similar question where the focus was on the source of the incident, but I can't recall if that was relevant here.
KI
Kimberlie
8 months ago
I feel like the critical nature of an incident could make it a problem, so D might be a possibility too.
HU
Hubert
8 months ago
I remember something about incidents becoming problems when they affect multiple users, but I'm not sure if that relates to this question.
AI
Aileen
9 months ago
I think a problem arises when the incident can't be resolved by the incident management team, so maybe B is the right answer?
HO
Hobert
9 months ago
This question is testing our understanding of a core ITSM concept. I'll need to be careful to apply the definitions correctly to select the best option.
GA
Gary
9 months ago
I'm feeling pretty confident about this one. I've reviewed the material on incident and problem management, so I think I can identify the right answer.
ST
Stefanie
9 months ago
Okay, I've got a strategy for this. I'll focus on the key characteristics that distinguish incidents from problems, and then match that to the options given.
TO
Toshia
9 months ago
Hmm, I'm a bit unsure about this. I know incidents and problems are related, but I'm not totally clear on when an incident becomes a problem. I'll have to think it through.
TE
Teri
10 months ago
I agree, B makes sense. Can't leave issues unresolved.
JA
Javier
10 months ago
I think it's B. If the team can't address it, it's a problem.
JA
Jame
10 months ago
I think this is a tricky one. I'll need to carefully consider the differences between incidents and problems to decide which option best fits.
JU
Judy
3 months ago
True, but external customers can escalate things too. What about C?
KA
Karima
3 months ago
I’m leaning towards D. Critical incidents need quick action!
JU
Julianna
3 months ago
Yeah, if the team can't address it, it becomes a bigger issue.
ED
Edna
5 months ago
I feel like option B makes the most sense.