What is the relationship between incidents and problems in ITIL?

In ITIL, incidents and problems have a specific relationship that is essential for effective service management. Incidents are disruptions or potential disruptions to a service that requires resolution to restore service functionality. Problems, on the other hand, are the underlying issues that cause one or more incidents.

The correct choice highlights that incidents can often be symptoms of underlying problems. This means that when an incident occurs, it may indicate a deeper, unresolved issue that, if addressed, could prevent future incidents from occurring. For example, multiple incidents regarding system downtime might suggest a specific problem related to system configuration or capacity. By identifying and addressing that problem, organizations can improve service reliability and reduce the frequency of similar incidents in the future.

Recognizing this relationship is crucial for effective incident management and problem management processes, as it allows teams to not only resolve immediate disruptions but also to delve deeper into the root causes of those disruptions, enhancing overall service quality.