Question

A cloud operations team repeatedly encounters an intermittent authentication timeout affecting a customer-facing SaaS portal. The root cause has been identified as a race condition in a third-party identity library, but the vendor's permanent fix will not be released for several months. In the meantime, restarting the affected pod reliably resolves each occurrence. According to ITIL practices, what is the MOST appropriate action for the operations team to take with this information?

Accepted Answer

Record the identified root cause and the pod-restart workaround as a Known Error in the Known Error Database (KEDB) so future incidents can be resolved quickly.

Answer

Close the problem record as resolved since a reliable workaround exists, and reopen it only if the vendor fix is delayed.

Answer

Escalate each future occurrence as a new emergency change so the Change Advisory Board can authorize the pod restart individually.

Answer

Convert the problem into a standing incident record and suppress SIEM alerts for authentication timeouts until the vendor patch arrives.