HDI Desktop Support Technician Practice Test

The problem management process is a critical component of IT Service Management that focuses on identifying and managing the root causes of incidents within an organization. Its primary objective is to minimize the adverse impact of incidents and problems on the business operations. By addressing these underlying issues, problem management seeks to prevent future occurrences and reduce the frequency and severity of incidents. This proactive approach leads to improved service reliability and customer satisfaction.

In contrast, the other options do not align with the main goal of the problem management process. While employee training time, cost of equipment purchases, and time spent on administrative tasks are important factors to consider in an organization, they are not direct outcomes of effective problem management. Instead, problem management specifically targets the reduction of the negative effects that incidents and problems can have on organizational processes and services, thereby enabling smoother operation and better resource allocation.