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By ITIL · Question Mode

QuestionQ14

Problem Management

A service provider has identified several errors in the IT infrastructure that cannot be resolved for various reasons. The infrastructure management team identified workarounds that reduced to a minimum the likelihood of incidents caused by these errors. However, the team knows about the errors and must monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid.

How can problem-management automation support the team in this situation?

  • A By supporting the problem management metrics
  • B By supporting problem diagnosis with machine learning
  • C By supporting integration with incident management records
  • D By supporting automated periodic control of known errors
Explanation

Known errors whose permanent resolution is not currently possible require continued validation of their assessed impact and documented workarounds. Automated periodic control of known errors supports scheduled monitoring and review, helping ensure that those controls remain effective and valid. ITIL problem management includes managing workarounds and known errors to reduce the likelihood and impact of incidents.

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