PeopleCert
ITIL-FOUNDATION · Question #93
ITIL-FOUNDATION Question #93: Real Exam Question with Answer & Explanation
The correct answer is B: The problem record. Workaround details discovered during problem management must be documented in the problem record so they are accessible to support teams handling related incidents.
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 plan
Explanation
Workaround details discovered during problem management must be documented in the problem record so they are accessible to support teams handling related incidents.
Common mistakes.
- A. A Service Level Agreement defines agreed service targets and responsibilities between a provider and customer, not operational workaround or technical resolution details.
- C. The Availability Management Information System is a repository for availability data, metrics, and reports - not for storing problem workarounds.
- D. The IT service plan is a high-level strategic document outlining planned services and improvements, not a repository for technical workaround details.
Concept tested. Problem record documentation and workaround recording
Reference. https://www.axelos.com/certifications/itil-service-management/what-is-itil
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