The correct next step is to create a problem record to investigate the underlying cause. This is because the resolution code indicates a 'Workaround' was applied, meaning the incident was resolved temporarily but the root cause remains unknown. In ITIL 4, a workaround restores service without addressing the permanent fix, so the service desk must escalate to problem management to prevent recurrence. On the ITIL 4 Foundation exam, this scenario tests your understanding of the incident-to-problem workflow, often appearing as a multiple-choice trap where candidates mistakenly choose "close the incident" instead. The key distinction is that a workaround is not a permanent resolution; it triggers a problem record for root cause analysis. Remember the memory tip: "Workaround? Write a problem down." This reinforces that a workaround code always demands a problem record as the next step, not just closure.
ITIL4F Key Concepts of IT Service Management Practice Question
This ITIL4F practice question tests your understanding of key concepts of it service management. 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.
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Create a problem record to investigate the underlying cause
The resolution code indicates a 'Workaround' was applied, meaning the incident was resolved temporarily but the root cause remains unknown. According to ITIL 4, when a workaround is used, the service desk should create a problem record to investigate the underlying cause and prevent recurrence. Simply closing the incident would leave the root cause unaddressed, risking future incidents.
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.
✗
Close the incident and archive it
Why it's wrong here
Closing without further action may leave the underlying issue unresolved.
✓
Create a problem record to investigate the underlying cause
Why this is correct
A workaround indicates a known error should be logged, and problem management should investigate.
Related concept
Read the scenario before looking for a memorised answer.
✗
Reassign the incident to change management
Why it's wrong here
Change management is not automatically needed; problem management is the appropriate next step.
✗
Update the resolution code to 'Permanent Solution'
Why it's wrong here
The resolution code should reflect the actual resolution; a workaround is not a permanent solution.
Common exam traps
Common exam trap: answer the scenario, not the keyword
PeopleCert often tests the misconception that a resolved incident should always be closed immediately, but the trap here is that a 'Workaround' resolution code mandates problem record creation before closure, as per ITIL 4's process integration rules.
Detailed technical explanation
How to think about this question
In ITIL 4, the incident management practice explicitly states that if a workaround is used, a problem record must be created to investigate the root cause (see ITIL 4 Foundation syllabus, section on 'Problem Management'). The resolution code 'Workaround' is a specific status in the incident lifecycle that triggers the problem management process, as defined in the ITIL 4 Incident Management practice guide. Real-world example: if a server crash is resolved by rebooting (workaround), the service desk must create a problem record to analyze logs, identify the underlying software bug, and coordinate a permanent patch.
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.
TExam Day Tips
→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 exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Key Concepts of IT Service Management — This question tests Key Concepts of IT Service Management — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Create a problem record to investigate the underlying cause — The resolution code indicates a 'Workaround' was applied, meaning the incident was resolved temporarily but the root cause remains unknown. According to ITIL 4, when a workaround is used, the service desk should create a problem record to investigate the underlying cause and prevent recurrence. Simply closing the incident would leave the root cause unaddressed, risking future incidents.
What should I do if I get this ITIL4F question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
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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