ITIL4F ITIL Management Practices Practice Question
During a major outage, a team implements a temporary workaround to restore service. Which ITIL 4 practice is primarily responsible for this action?
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
Incident Management is responsible for restoring service as quickly as possible, even with a workaround. Option B is correct. Problem Management would later diagnose the root cause. Service Desk may log the incident but the restoration action is Incident 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.
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Problem Management
Why it's wrong here
Problem Management is the practice of reducing the likelihood and impact of incidents by identifying and resolving the root causes of problems. While a workaround might be a temporary solution identified during problem analysis, the immediate action of implementing it during a major outage to restore service functionality is a reactive measure, distinct from problem management's primary focus on root cause analysis and permanent resolution.
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Incident Management
Why this is correct
Incident Management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible. Implementing a temporary workaround during a major outage directly aligns with this objective, as it prioritizes the rapid restoration of service availability and functionality to users, even if the underlying issue is not yet permanently resolved.
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Change Enablement
Why it's wrong here
Change Enablement focuses on maximizing the number of successful service and product changes by ensuring risks are properly assessed, authorized, and managed. While a temporary workaround might eventually require formal change authorization if it becomes a permanent solution or significantly alters the service, the initial urgent implementation during a major outage to restore service is an operational activity driven by incident resolution, not primarily by change control processes.
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Service Desk
Why it's wrong here
The Service Desk serves as the single point of contact (SPOC) between the service provider and the users, primarily handling incident logging, initial diagnosis, and communication. While the Service Desk would certainly be involved in reporting the major outage and coordinating information, the actual practice of implementing a temporary workaround to restore service functionality is a technical operational activity performed by support teams under the Incident Management practice, not by the Service Desk itself.
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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.