ITIL · Question #93
In which of the following should details of a workaround be documented?
The correct answer is B. The problem record. Workaround details are documented in the problem record so support staff can apply them consistently while a permanent fix is pending.
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
How the community answered
(22 responses)- A5% (1)
- B91% (20)
- D5% (1)
Why each option
Workaround details are documented in the problem record so support staff can apply them consistently while a permanent fix is pending.
An SLA defines agreed service targets and obligations between provider and customer, not operational workaround procedures.
In ITIL Problem Management, the problem record is the authoritative document tracking all information about a known problem, including any workarounds identified. Recording the workaround in the problem record makes it accessible to Incident Management teams so it can be applied repeatedly and consistently until a permanent resolution is implemented.
The Availability Management Information System stores availability metrics and reporting data, not problem or workaround documentation.
An IT service plan outlines strategic direction for delivering IT services and does not capture operational workaround details.
Concept tested: ITIL Problem Management - problem record contents
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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