ITSM Problem Manager Exam
Questions and Answers
What structure is established during high-pressure incidents? - Answer- A structured
bridge with defined roles such as incident commander and technical lead.
What are common causes of systemic outages? - Answer- Uncontrolled changes,
monitoring blind spots, and configuration drift.
How do you report Problem Management progress to non-technical stakeholders? -
Answer- Translate metrics into business impact and highlight trend improvements.
What compliance considerations are relevant in healthcare IT? - Answer- HIPAA and
SOX exposure, including enforcing audit trails and access controls.
What ITIL processes are closely tied to Problem Management success? - Answer-
Change, Incident, Configuration, and Knowledge Management.
What was the outcome of a critical EMR outage you resolved? - Answer- Services were
restored within 45 minutes after identifying and directing a rollback of a failed load
balancer firmware bug.
Can you walk me through your background and how it aligns with IT Service
Management? - Answer- I've spent years in healthcare IT leading system optimization,
EHR integration, and enterprise support—roles that required deep ITIL alignment. I've
owned both incident and problem processes, coordinating RCA sessions and
standardizing escalation frameworks to keep service stability high.
What's your experience managing major incidents or problem reviews across multiple
teams? - Answer- I've led bridge calls spanning infrastructure, application, and vendor
teams, ensuring clear ownership, documentation, and follow-through. My focus is
containment first, then structured problem analysis to prevent recurrence.
How do you distinguish between Incident Management and Problem Management in
practice? - Answer- Incident Management restores service fast. Problem Management
looks beneath it—identifying the root cause, documenting lessons, and implementing
permanent fixes. I enforce both streams working together instead of in isolation.
Questions and Answers
What structure is established during high-pressure incidents? - Answer- A structured
bridge with defined roles such as incident commander and technical lead.
What are common causes of systemic outages? - Answer- Uncontrolled changes,
monitoring blind spots, and configuration drift.
How do you report Problem Management progress to non-technical stakeholders? -
Answer- Translate metrics into business impact and highlight trend improvements.
What compliance considerations are relevant in healthcare IT? - Answer- HIPAA and
SOX exposure, including enforcing audit trails and access controls.
What ITIL processes are closely tied to Problem Management success? - Answer-
Change, Incident, Configuration, and Knowledge Management.
What was the outcome of a critical EMR outage you resolved? - Answer- Services were
restored within 45 minutes after identifying and directing a rollback of a failed load
balancer firmware bug.
Can you walk me through your background and how it aligns with IT Service
Management? - Answer- I've spent years in healthcare IT leading system optimization,
EHR integration, and enterprise support—roles that required deep ITIL alignment. I've
owned both incident and problem processes, coordinating RCA sessions and
standardizing escalation frameworks to keep service stability high.
What's your experience managing major incidents or problem reviews across multiple
teams? - Answer- I've led bridge calls spanning infrastructure, application, and vendor
teams, ensuring clear ownership, documentation, and follow-through. My focus is
containment first, then structured problem analysis to prevent recurrence.
How do you distinguish between Incident Management and Problem Management in
practice? - Answer- Incident Management restores service fast. Problem Management
looks beneath it—identifying the root cause, documenting lessons, and implementing
permanent fixes. I enforce both streams working together instead of in isolation.
