Which is true? Root cause analysis is an important step in the incident management process. Until the root cause of incidents is identified and eliminated, it is likely that the customer will continue to experience incidents. Typically, root causes are technology related. ITIL best practices state that root cause analysis should be performed for all incidents.

1. Root cause analysis is an important step in the incident management process.

2. Until the root cause of incidents is identified and eliminated, it is likely that the customer will continue to experience incidents.

Explanation:

The true and correct statement is that root cause analysis is an important step in the incident management process and until the root cause of incidents is identified and eliminated, it is likely that the customer will continue to experience incidents.

Root cause analysis can be defined as a technical process which is typically used to identify or measure the reason why incidents are occurring and how to device necessary procedures to mitigate and prevent the occurrence of such incidents in the future. Ultimately, if the root cause of an incident isn't identified and properly eliminated, it is very much likely that similar or perhaps the same incident would continue to occur.

Hence, the first solution to solving a problem is identifying and eliminating the root cause.