When should a workaround be created?

A workaround is a temporary solution designed to reduce or eliminate the impact of an incident or problem when a full, permanent resolution is not yet available. In the context of the problem management practice, if a problem's root cause has been identified but a permanent fix cannot be implemented in a timely manner, a workaround is created. This allows users to resume their activities and mitigates the impact of recurring incidents while a permanent solution is developed and deployed. The primary trigger for creating a workaround is the delay or inability to resolve the underlying problem quickly.

A. A workaround is a solution for a problem, not necessarily created immediately after an incident is logged; incident management's focus is on immediate service restoration.

B. A workaround is a temporary measure used before a problem is resolved. Once the problem is permanently resolved, the workaround is no longer needed.

D. A workaround is necessary when a permanent solution is not readily available or will be delayed, not simply because a potential solution has been identified.

1. AXELOS. (2019). ITIL® Foundation

ITIL 4 edition. TSO (The Stationery Office).

Section 5.2.8

Problem management: "If a problem cannot be resolved quickly

it is often useful to find and document a workaround for the incident

to reduce the impact of incidents." This directly supports the correct answer (C).

Appendix A

Glossary: Defines a workaround as "A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available." This clarifies that workarounds are used when a resolution is not yet implemented.