ITIL v4: Which practice needs people who understand complex systems and have creative and analytical skills?

OPTIONS

• Change enablement
• Service-level management
• Service request management
• Problem management

ANSWER

Problem management

EXPLANATION

People responsible for diagnosing problems often need the ability to understand complex systems and to think about how different failures might have occurred. Developing this combination of analytical and creative ability requires mentoring and time as well as suitable training.