There exists a bug in a program on PCs that are used for business operations, and a symptom that a PC becomes unusable is reported to a service desk. From a perspective of “incident and service request management” in IT service management, which of the following is the most appropriate action to be taken at the service desk, prior to handover to problem management?
a) Informing users of how to restart a PC and make it usable
b) Making a plan to distribute a fixed program to the PCs
c) Testing the fixed program
d) Fixing the bug in the program