A file server stops responding with the same error several times a week, and each time an operations staff member restarts it to restore service. From the standpoint of problem management, which of the following is an appropriate action?

Answer: C. Register the series of incidents as a problem, investigate the root cause, and carry out the permanent fix through change management

When the same incident keeps recurring, a root cause probably remains, so it is registered as a problem and investigated. Until the root cause is found, the restart is recorded as a workaround and shared as a known error. When a permanent fix changes the server's settings or programs, its impact and risk are assessed in change management and it is approved before being carried out.

• A. A restart is a temporary workaround; the cause remains, so the failures keep recurring.
• B. Changing production settings without assessment or approval can cause new failures and makes it impossible to tell what actually worked.
• C. Correct. The root cause is investigated, and the fix is carried out through change management.