ITIL-FOUNDATION · Question #220
In which of the following should details of a workaround be documented?
The correct answer is B. The problem record. Workarounds are documented in the problem record so that support staff can apply them while a permanent resolution is being investigated.
Question
In which of the following should details of a workaround be documented?
Options
- AThe Service Level Agreement (SLA)
- BThe problem record
- CThe Availability Management Information System
- DThe IT service continuity plan
How the community answered
(33 responses)- A3% (1)
- B91% (30)
- C6% (2)
Why each option
Workarounds are documented in the problem record so that support staff can apply them while a permanent resolution is being investigated.
An SLA defines service level targets and responsibilities between the provider and customer - it does not contain technical workaround instructions.
The problem record is the correct location for workaround details because it maintains a full history of the problem investigation, including any temporary measures used to reduce or eliminate the impact of incidents before a permanent fix is found. This ensures the workaround is linked to the underlying problem and is accessible to teams managing related incidents.
The Availability Management Information System stores availability data, metrics, and plans, not incident or problem workaround details.
The IT service continuity plan addresses recovery procedures for major disruptions, not day-to-day problem workarounds.
Concept tested: Workaround documentation within problem records
Source: https://www.axelos.com/certifications/itil-service-management/itil-foundation
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