Question

A software vendor's application repeatedly crashes across several customer sites. The problem management team has analyzed the recurring incidents, identified the underlying software defect, and documented a temporary configuration change that lets users keep working while the vendor develops a code fix. According to ITIL 4, which statement best describes what the problem management practice has achieved at this point?

Accepted Answer

It has identified a known error and established a workaround, while a permanent resolution remains pending.

Answer

It has resolved the problem, because the temporary configuration change eliminates the underlying cause.

Answer

It has completed incident management, since users can continue working with the configuration change.

Answer

It has created a standard change, because the configuration change is now a repeatable low-risk activity.