The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is…

Question

Options

• AKnown Error
• BProblem
• CWorkaround
• DRequest for Change

• A
  15% (10)
• B
  9% (6)
• C
  73% (48)
• D
  3% (2)

Explanation

C is correct because a workaround is a temporary solution that reduces or eliminates the impact of an incident or problem without resolving the underlying root cause. Advising customers to roll back to the old version bypasses the issue rather than fixing it - fitting the definition exactly.

Why the distractors are wrong:

• A (Known Error): A Known Error is a problem that has a documented root cause and/or workaround. Here, the cause has not been identified yet, so it cannot be classified as a Known Error.
• B (Problem): A Problem is the underlying cause of one or more incidents - it's what the team is still investigating. The advice to reinstall the old version isn't the problem itself; it's a response to one.
• D (Request for Change): An RFC is a formal proposal to alter something in the IT environment. The advice is informal, temporary guidance - not a structured change request going through a change process.

Memory tip: Think of a workaround as a "band-aid" - it stops the bleeding (the impact) but doesn't treat the wound (the root cause). If someone says "just use the old version for now," that's a band-aid, not a fix.

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