Question

A cloud operations team runs an ITIL-aligned service management process. Over the past month, the same authentication microservice has failed four separate times, each time restored quickly by restarting the container. Users report the disruptions are increasingly frequent, but no one has determined why the failures keep happening. Which ITIL process should the team engage to address this pattern most effectively?

Accepted Answer

Problem management, to investigate and eliminate the underlying root cause of the recurring failures

Answer

Incident management, to continue restoring service as quickly as possible each time it fails

Answer

Change management, to submit a request for change before any further restarts

Answer

Configuration management, to update the CMDB with the current container version