ITIL4F ITIL Management Practices Practice Question
A problem manager has identified that recurring incidents are caused by a software bug. The vendor has been notified and a permanent fix is scheduled for the next release. What should the problem manager do in the meantime?
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 provide a workaround
In error control, when a permanent fix is pending, the problem manager should document the known error and provide a workaround to reduce impact. Option B is correct because it follows the known error process. Option A is wrong because closing the problem record is premature. Option C is wrong because the fix is already scheduled and an emergency change is not needed. Option D is wrong because implementing a workaround globally may not be appropriate without proper assessment.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Close the problem record since the fix is scheduled
Why it's wrong here
Closing a problem record prematurely, even with a fix scheduled, is contrary to effective Problem Management principles. The record must remain open until the permanent solution is fully implemented, thoroughly verified, and confirmed to have resolved the underlying root cause, thereby preventing recurrence of the associated incidents. This ensures proper tracking of the problem's complete lifecycle and validates the effectiveness of the resolution in practice.
- ✓
Document the known error and provide a workaround
Why this is correct
Documenting a known error and providing a workaround is a critical activity within the 'error control' phase of Problem Management. A known error signifies that the root cause of a problem has been identified, and a workaround is a temporary solution that reduces or eliminates the impact of incidents while awaiting a permanent fix. This enables Incident Management to restore service more quickly and efficiently, minimizing business disruption for users.
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Escalate to change enablement for an emergency change
Why it's wrong here
Escalating for an emergency change is typically reserved for situations demanding immediate action to restore critical services or mitigate severe, unforeseen business impact that cannot wait for standard change procedures. Since a fix for the recurring incidents is already scheduled, it implies a planned resolution path is in progress, making an emergency change unnecessary unless the situation has dramatically worsened or the scheduled fix is demonstrably inadequate.
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Implement the workaround immediately for all users
Why it's wrong here
Implementing a workaround immediately for all users without prior assessment is generally ill-advised and carries significant risks. Workarounds, while beneficial, must be carefully evaluated for their suitability, potential side effects, and user impact before widespread deployment. A blanket implementation could introduce new issues, cause user confusion, or prove ineffective for certain scenarios, necessitating a more controlled and targeted application.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This ITIL4F practice question is part of Courseiva's free PeopleCert 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 ITIL4F exam.