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By ITIL · Question Mode

QuestionQ13

Problem Management

During problem control, solutions for current and future incidents can be identified. These solutions may be used until the problem is resolved.

Which software tools help provide these solutions to incident management teams?

  • A Knowledge management tools
  • B Workflow management and collaboration tools
  • C Monitoring and event management tools
  • D Service configuration management tools
Explanation

Knowledge management tools record and make available documented workarounds, known errors, and resolution guidance so incident-management teams can restore service while a permanent problem resolution is still pending.

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