ITIL4F ITIL Management Practices Practice Question
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 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
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Incident Management
Incident Management is responsible for restoring service using workarounds; Problem Management identifies the workaround but does not execute it.
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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Change Enablement
Why it's wrong here
Change Enablement's primary purpose is to maximize successful service and product changes by ensuring risks are properly assessed, authorized, and managed, thereby minimizing negative impact. While a permanent fix for an underlying problem might eventually involve a formal change, the immediate application of a workaround to restore service after an incident is an operational response, not a change enablement activity. This practice focuses on controlling the lifecycle of changes, not on the urgent operational application of temporary incident resolutions.
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Incident Management
Why this is correct
Incident Management is the practice responsible for minimizing the negative impact of incidents by restoring normal service operation as quickly as possible. Its core objective is rapid service restoration, which frequently involves applying pre-identified workarounds or temporary fixes to mitigate the immediate disruption. Therefore, applying a workaround to restore service after a major incident is a direct and critical function of Incident Management, ensuring business continuity.
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Problem Management
Why it's wrong here
Problem Management aims to reduce the likelihood and impact of incidents by identifying and managing the underlying causes of incidents and potential problems. While Problem Management is responsible for identifying, analyzing, and documenting workarounds as part of managing known errors, it does not typically implement or apply these workarounds during the active resolution of an incident. The application of a workaround is an operational task performed by Incident Management to restore service.
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Service Request Management
Why it's wrong here
Service Request Management supports the agreed quality of a service by handling pre-defined, user-initiated requests for information, standard changes, or access to a service. Restoring service after a major incident, however, is an unplanned event that requires urgent intervention to fix a disruption, not a routine, pre-approved request initiated by a user for a standard service offering. It falls outside the scope of fulfilling standard service requests.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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