Reactive problem identification relies heavily on the analysis of incident data to identify trends and

patterns that might indicate underlying problems. Workflow management and collaboration tools

often include features for:

Incident Tracking: Capturing and storing information about past and current incidents, including their

details, status, and resolution steps.

Incident Analysis: Providing capabilities to search, filter, and analyze incident data to identify

recurring issues or common root causes.

Collaboration: Facilitating communication and collaboration among teams involved in incident and

problem management, enabling them to share insights and identify potential problems.

While other options might play a role in problem management, they are not as directly focused on

providing the historical and current incident information necessary for reactive problem

identification:

B . Service configuration management tools: These tools track configuration items and their

relationships, which can be helpful in understanding the impact of problems, but they don't primarily

focus on incident data.

C . Monitoring and event management tools: These tools focus on real-time monitoring and event

correlation, which is more relevant for proactive problem identification.

D . Knowledge management tools: These tools store and manage knowledge articles and solutions,

which can be helpful in resolving problems but are not the primary source of incident data for

reactive identification.