The answer is Incident Management. While Problem Management identifies the known error and documents the workaround, the actual execution of that workaround to restore service falls squarely under Incident Management, whose primary goal is minimizing business disruption by returning normal operations as quickly as possible. This distinction is a core concept in the ITIL 4 Foundation exam, often appearing in scenario-based questions that test your understanding of the boundary between these two practices. A common trap is assuming the team that finds the fix also applies it, but remember: Problem Management owns the root cause analysis and workaround documentation, while Incident Management owns the restoration of service. For the exam, think of it as “Problem finds the map, Incident drives the car.” A simple memory tip: Incident Management is the firefighter who puts out the flames using any tool available, including a workaround handed to them by Problem Management.
ITIL4F ITIL Management Practices Practice Question
This ITIL4F practice question tests your understanding of itil management practices. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. 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.
After a major incident, the Problem Management team identifies a known error and documents a workaround. According to ITIL 4, which practice is responsible for ensuring the workaround is implemented to restore service?
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Incident Management
Incident Management is responsible for restoring service using workarounds; Problem Management identifies the workaround but does not execute it.
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.
✗
Change Enablement
Why it's wrong here
A workaround may require a change, but the immediate restoration is an incident management action.
✓
Incident Management
Why this is correct
Incident Management applies workarounds to restore service as quickly as possible.
Related concept
Read the scenario before looking for a memorised answer.
✗
Problem Management
Why it's wrong here
Problem Management identifies workarounds but does not implement them for incident resolution.
✗
Service Request Management
Why it's wrong here
Service requests are for pre-approved requests; restoring service from an incident is not a service request.
Common exam traps
Common exam trap: answer the scenario, not the keyword
Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.
Detailed technical explanation
How to think about this question
This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.
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.
Use explanations to understand the rule behind the answer.
TExam Day Tips
→Underline the problem statement mentally.
→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 ITIL4F 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 ITIL4F exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
ITIL Management Practices — This question tests ITIL Management Practices — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Incident Management — Incident Management is responsible for restoring service using workarounds; Problem Management identifies the workaround but does not execute it.
What should I do if I get this ITIL4F question wrong?
Identify which ITIL4F exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Question Discussion
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