What should be the FIRST step for the organization to take?

An organization is not currently doing problem management, and is trying to decide how to get started.

What should be the FIRST step for the organization to take?
A . Define detailed workflows and activities for the problem management
B . Define a scope for problem management that includes a wide range of product and services
C . Look at data on backlogs and links with incidents and changes
D . Identify some problems in critical services and try to resolve them

Answer: D

Explanation:

When an organization is just starting with Problem Management, the best first step is to focus on identifying and resolving problems in critical services. ITIL 4 emphasizes a practical, iterative approach to adopting new practices.

Identify Problems in Critical Services (Answer D – Correct): Starting with critical services helps the organization focus on the most impactful areas and gain experience with problem management. This approach aligns with ITIL’s principle of starting where you are by addressing existing issues and building the practice incrementally.

Define Detailed Workflows (Answer A – Incorrect): Defining detailed workflows can come later once the organization has gained some experience in problem management. Initially, it’s more important to focus on addressing key problems.

Define a Broad Scope (Answer B – Incorrect): Starting with a wide scope might overwhelm the organization. Focusing on critical services is a more practical approach when beginning problem management.

Look at Backlogs and Links (Answer C – Incorrect): While analyzing backlogs and links to incidents and changes is important, it’s not the best first step when starting problem management from scratch. ITIL 4

Reference: Problem Management Practice: ITIL encourages organizations to start small and address the most critical problems first, gradually building the practice.