ITIL · 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 as a temporary means of reducing or eliminating the impact of an incident until a permanent resolution is found.
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
(21 responses)- B95% (20)
- D5% (1)
Why each option
Workarounds are documented in the problem record as a temporary means of reducing or eliminating the impact of an incident until a permanent resolution is found.
The Service Level Agreement defines agreed service targets and responsibilities and is not used to document operational workarounds.
In ITIL Problem Management, a workaround is recorded directly within the problem record. This ensures that support staff can reference the workaround when related incidents recur, and it remains associated with the problem until a permanent solution is implemented and the record is closed.
The Availability Management Information System stores availability data and metrics, not incident or problem workaround details.
The IT service continuity plan documents recovery procedures for disaster scenarios, not operational workarounds for known problems.
Concept tested: Problem record as repository for workarounds
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