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ITIL4F ITIL Management Practices Practice Question

A service desk team is overwhelmed by repeated incidents caused by a known software bug that the vendor has not yet patched. The IT manager wants to reduce the number of incidents without waiting for the vendor. Which ITIL practice would directly help in reducing the impact of this known issue?

⚠ Common exam trap

ITIL4F often tests the distinction between Incident Management (restore service) and Problem Management (root cause and workarounds), so candidates may incorrectly choose a faster incident process instead of creating a known error record with a workaround.

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

✓

Create a known error record in Problem Management and provide a workaround

Problem Management creates known error records when a root cause is identified but not yet permanently resolved. The known error record documents the bug and, critically, includes a documented workaround that the service desk can apply to restore service quickly, reducing incident impact and volume. This directly addresses the situation without waiting for the vendor patch.

Answer analysis

Option-by-option breakdown

For each option: why learners choose it and why it is or isn't the right answer here.

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Renegotiate service level targets with the customer in Service Level Management
Why it's wrong here
Renegotiating service level targets in Service Level Management addresses the *symptoms* of an overwhelmed service desk by adjusting performance expectations, rather than resolving the underlying technical issue causing the repeated incidents. While it might alleviate pressure on the team by lowering resolution time commitments, it does not improve service quality or prevent the incidents from occurring in the first place, which is crucial for long-term stability.
✓
Create a known error record in Problem Management and provide a workaround
Why this is correct
Creating a known error record in Problem Management is the most appropriate action because it acknowledges a recurring issue with an identified root cause, even if a permanent solution is not yet available. Documenting a workaround enables the service desk to resolve future instances of this specific incident more efficiently and consistently, significantly reducing the impact and the burden of repeated calls while a permanent fix is pursued.
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Implement a faster incident resolution process in Incident Management
Why it's wrong here
Implementing a faster incident resolution process within Incident Management focuses on reducing the *duration* of individual service disruptions, but it does not address the *frequency* or *root cause* of the repeated incidents. The service desk would still be overwhelmed by the sheer volume of recurring issues, even if each one is handled more quickly, failing to provide a sustainable solution to the underlying problem.
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Submit a change request to Change Enablement to replace the software
Why it's wrong here
Submitting a change request to Change Enablement to replace software is a premature and potentially drastic step without prior root cause analysis and solution design. Change Enablement manages the implementation of *known* solutions, but it is not the practice responsible for identifying the root cause of recurring problems or designing the appropriate fix, especially when a vendor patch is not available, making this an unsuitable immediate action.

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ITIL4F ITIL Management Practices Practice Question

Why each option matters

Option-by-option breakdown

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