Achieve its purpose, and is integrated with other practices?

Which capability level shows that the problem management practice is defined.

Achieve its purpose, and is integrated with other practices?
A . Level 2
B . Level 3
C . Level 4
D . Level 5

View Answer

Answer: B

Explanation:

At capability level 3, a practice is defined, achieves its purpose, and is integrated with other practices. This level indicates that the practice is functioning consistently across the organization and that it has been formalized and integrated into the organization’s processes.

Level 3 (Answer B – Correct): At this level, the problem management practice has been properly defined and integrated with other service management practices, such as incident management and change enablement. The organization has established workflows and procedures to ensure that problems are managed effectively.

Level 2 (Answer A – Incorrect): Level 2 reflects that the practice is in place but not fully defined or integrated with other practices.

Level 4 (Answer C – Incorrect): Level 4 indicates that the practice is quantitatively managed, with performance metrics and data used to drive continuous improvement.

Level 5 (Answer D – Incorrect): Level 5 reflects that the practice is optimized and fully integrated with other practices, with a strong focus on continual improvement. ITIL 4

Reference: Problem Management Practice Maturity: Capability levels help organizations assess the maturity of their practices, with level 3 representing a well-defined and integrated practice.