Exam ITILFND V4 topic 1 question 33 discussion

Last paragrph on page 131: Workarrounds are documented in probloem records. This can be done at any stage; it doesn'tneed to wait for the analysis to be complete.

The correct answer is A. After the problem has been logged. In problem management, a workaround is a temporary solution or workaround that can be implemented to mitigate the impact of a problem while the root cause is being investigated and resolved. The earliest stage at which a workaround can be documented is after the problem has been logged and identified. After the problem has been logged, it is essential to assess and prioritize it based on its impact and urgency (option B). Then, the problem can be analyzed to determine the root cause (option C). Once the root cause has been identified and a permanent solution is implemented, the problem can be considered resolved (option D). However, the documentation of a workaround can occur as soon as the problem is logged to provide immediate relief or workaround instructions to affected users.

Workarounds are documented in problem records. This can be done at any stage; it doesn’t need to wait for analysis to be complete.

A workaround can be documented as soon as the problem has been logged in problem management. This allows for temporary solutions to mitigate the impact of the problem while a permanent solution is being developed.

Workarrounds are documented in probloem records. This can be done at any stage; it doesn'tneed to wait for the analysis to be complete.

The correct answer is A as you would not necessarily wait to post a workaround on a problem until the problem itself has been analysed. This is in 5.2.8 of the ITIL 4 Handbook "When a problem cannot be resolved quickly, it is often useful to find and document a workaround for future incidents, based on an understanding of the problem. Workarounds are documented in problem records. This can be done at any stage; it doesn’t need to wait for analysis to be complete. If a workaround has been documented early in problem control, then this should be reviewed and improved after problem analysis has been completed." I had taken a course on ITIL by one of the licensed course providers and picked what essentially was answer C, however, the instructor actually said you wouldn't wait until the problem itself has been analysed as Incident Management may have found a workaround dealing with the incident and can therefore post this on the problem record when raising it.

This is the definition of work around: "Temporary solution to restore the service while the definitive solution is identified" That is, while it is analyzed. Since after registering the problem you must first prioritize it, the only possible answer is B

The earliest a workaround can be documented in problem management is immediately upon discovering the problem, allowing for minimization of impact before a root cause analysis is completed.

The Answer is A. For example, an incident comes in where multiple users are affected. You do not know the root of the problem and why it is occurring yet. However, the user is stuck without expected functionality. First thing you do is log the incident into Service Now with a description. You realize although they can not function on the system they are using, they can function in Terminal mode for example. You provide the workaround to the user and let them know the service desk is working on the problem. You realized others are experiencing the same issue. Then you Create a Problem Record and link the incidents to the problem record. You write a description in the problem record with a work around for others to use when other users call with the same issue. You do not wait to put a workaround in the problem ticket until the root cause is understood or other specialized teams finish analyzing the problem.

Logged is just logged and not reviewed for a solution.

C is correct

C. After the problem has been analyzed: This is the most reasonable option. Once the problem has been analyzed and its root cause (or contributing factors) have been understood, it becomes possible to develop effective workarounds to mitigate the impact of the problem while a permanent solution is being developed.

According to ITIL, workarounds are documented in problem records. This can be done at any stage; it doesn’t need to wait for analysis to be complete. If a workaround has been documented early in problem control, then this should be reviewed and improved after problem analysis has been completed12.

C When a problem cannot be resolved quickly, it is often useful to find and document a workaround for future incidents, based on an understanding of the problem. Workarounds are documented in problem records

it is C

A dans un contexte d une solution de contournement non validé maus C pour une solution validé. La question n est pas assez précise.

The earliest that a workaround can be documented in 'problem management' is A. After the problem has been logged. Once a problem has been identified and logged, the next step is to document any available workarounds that can be used to minimize the impact of the problem. This is done to ensure that the appropriate workaround can be applied as soon as possible to restore normal service operations. After the problem has been prioritized (B), the focus is on determining the urgency of the problem and allocating resources to resolve it. After the problem has been analyzed (C), the focus is on determining the root cause of the problem and developing a permanent solution to prevent it from recurring. After the problem has been resolved (D), the focus is on verifying that the solution has been effective and documenting the resolution for future reference.