ITIL4F ITIL Management Practices Practice Question
During a major incident, the IT team implements a workaround to restore service. Later, they discover the root cause and submit a permanent fix as an emergency change. Which ITIL 4 practices are primarily involved in this sequence?
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
✓
Incident Management, Problem Management, and Change Enablement
Incident Management restores service with a workaround; Problem Management identifies root cause; Change Enablement implements the fix. Option A includes all three practices. Option B lacks Change Enablement; Option C lacks Incident Management; Option D lacks Problem Management.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Incident Management, Problem Management, and Change Enablement
Why this is correct
Incident Management is crucial for detecting and managing the major incident, focusing on restoring service as quickly as possible. Problem Management then identifies the underlying cause and develops a workaround to mitigate the incident's impact. Finally, if implementing this workaround requires any modification to the live environment, even temporarily, Change Enablement ensures the change is properly assessed, authorized, and managed to minimize risk and prevent further disruption.
- ✗
Incident Management and Problem Management only
Why it's wrong here
While Incident Management addresses the immediate service restoration and Problem Management identifies the workaround, this option incorrectly omits Change Enablement. The act of "implementing a workaround" often involves making a temporary change to a service component or configuration item. Such changes, regardless of their temporary nature, must be managed through the Change Enablement practice to ensure proper assessment, authorization, and controlled deployment, thereby preventing unintended side effects.
- ✗
Problem Management and Change Enablement only
Why it's wrong here
This option is incorrect because it entirely overlooks the critical role of Incident Management. During a major incident, Incident Management is the primary practice responsible for detecting the event, classifying its severity, and coordinating all efforts to restore service operation promptly. Without Incident Management, the initial response and ongoing coordination of the major incident would be unmanaged, making the subsequent steps of finding a workaround and implementing a change less effective or even impossible.
- ✗
Incident Management and Change Enablement only
Why it's wrong here
This option is incomplete as it excludes Problem Management, which is essential in this scenario. While Incident Management focuses on restoring service and Change Enablement manages the implementation of the workaround, Problem Management is specifically responsible for identifying the root cause of incidents and, critically, for developing and managing effective workarounds. Without Problem Management, the process of finding a viable temporary solution to mitigate the major incident's impact would be unaddressed.
Go deeper
Related to this question
About these practice questions
One of 531 original ITIL4F practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. Learn why practice questions differ from exam dumps →
JA
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.