- A
Escalate the problem to senior management
Why wrong: Not the best immediate action; documentation is key.
- B
Reclassify the problem as an incident
Why wrong: Incorrect; problems and incidents are different.
- C
Document the known error and implement a workaround
This is the purpose of a known error database.
- D
Close the problem record and wait for the fix
Why wrong: The problem should remain open.
Question 776 of 984
CISA Practice Question: Information Systems Operations and Business Resilience
This CISA practice question tests your understanding of information systems operations and business resilience. The scenario asks you to isolate a root cause — eliminate options that address a different problem before choosing. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
During a problem management meeting, the team identifies a recurring issue causing multiple incidents. The root cause is known, but a permanent fix is not yet available. Which of the following is the BEST approach to manage this situation until a permanent fix is implemented?
Clue words in this question
Noticing these words before you look at the options changes how you read each choice.
Clue:
"best"Why it matters: Signals that multiple options may be partially correct. Choose the option that most directly solves the exact problem described, not the one that sounds most complete.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Document the known error and implement a workaround
Option C is correct because in ITIL-based problem management, when a root cause is known but a permanent fix is unavailable, the known error should be documented in the Known Error Database (KEDB) and a workaround should be implemented to reduce incident impact and restore service. This aligns with the problem management process of controlling the error until a permanent solution (e.g., a patch or change) is deployed, ensuring operational continuity and minimizing recurrence of incidents.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Escalate the problem to senior management
Why it's wrong here
Not the best immediate action; documentation is key.
- ✗
Reclassify the problem as an incident
Why it's wrong here
Incorrect; problems and incidents are different.
- ✓
Document the known error and implement a workaround
Why this is correct
This is the purpose of a known error database.
Clue confirmation
The clue word "best" in the question point toward this answer.
Related concept
Read the scenario before looking for a memorised answer.
- ✗
Close the problem record and wait for the fix
Why it's wrong here
The problem should remain open.
Common exam traps
Common exam trap: answer the scenario, not the keyword
The trap here is that candidates confuse 'problem' with 'incident' and think reclassifying (Option B) is acceptable, but the CISA exam tests the ITIL distinction that a problem is the root cause of multiple incidents and must be managed separately, not reclassified as an incident.
Detailed technical explanation
How to think about this question
In ITIL 4, a known error is a problem that has been analyzed and has a documented root cause and workaround, stored in the KEDB. The workaround is often a temporary configuration change, script, or manual step that reduces or eliminates the impact of the error without resolving the underlying defect. For example, if a database connection pool exhaustion is the known error, the workaround might be a scheduled restart of the application server or a script to clear idle connections, which is documented and applied until a permanent code fix is deployed via change management.
KKey Concepts to Remember
- Read the scenario before looking for a memorised answer.
- Find the constraint that changes the correct option.
- Eliminate answers that are true in general but not in this case.
TExam Day Tips
- Watch for words such as best, first, most likely and least administrative effort.
- Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A practitioner preparing for the CISA exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
What to study next
Got this wrong? Here's your next step.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
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Information Systems Operations and Business Resilience — study guide chapter
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FAQ
Questions learners often ask
What does this CISA question test?
Information Systems Operations and Business Resilience — This question tests Information Systems Operations and Business Resilience — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Document the known error and implement a workaround — Option C is correct because in ITIL-based problem management, when a root cause is known but a permanent fix is unavailable, the known error should be documented in the Known Error Database (KEDB) and a workaround should be implemented to reduce incident impact and restore service. This aligns with the problem management process of controlling the error until a permanent solution (e.g., a patch or change) is deployed, ensuring operational continuity and minimizing recurrence of incidents.
What should I do if I get this CISA question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Are there clue words in this question I should notice?
Yes — watch for: "best". Signals that multiple options may be partially correct. Choose the option that most directly solves the exact problem described, not the one that sounds most complete.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Last reviewed: Jul 4, 2026
This CISA practice question is part of Courseiva's free ISACA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CISA exam.
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