Question

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively? A. A change request is submitted to change control B. Problem management restores the service as soon as possible C. The problem remains in the known error status D. The problem record is deleted

Answer 1

If a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively, the problem remains in the known error status. It is advisable to submit a change request to change control to initiate necessary actions for a permanent solution.

Step-by-step explanation:

If a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively, the problem remains in the known error status. Known error status means that there is a known problem for which the root cause has not been determined. It is important to keep the problem record and status updated to ensure that it gets the necessary attention for a long-term solution.

In the context of IT service management, a workaround is a temporary solution or alternative process to address an issue until a permanent solution is found. Workarounds are often employed when the cost of resolving the problem permanently is prohibitively expensive or time-consuming. However, it is important to strive for a permanent resolution whenever possible to avoid relying on workarounds.

If a workaround becomes the permanent way of dealing with a problem, it is advisable to submit a change request to change control. This change request should outline the need for a permanent solution to the problem and initiate the necessary actions to address it. By submitting a change request, the issue is brought to the attention of the relevant stakeholders and appropriate actions can be taken to resolve it in a cost-effective manner.

Answer 2

If a workaround in Problem Management becomes permanent due to cost constraints, the issue stays in the known error status with the workaround documented in the Known Error Database. No change request is typically needed, and the problem record is not deleted but updated with the workaround details.

Step-by-step explanation:

The correct answer is option C. When a workaround for a problem in IT Service Management becomes a permanent solution, it is due to the cost-ineffectiveness of resolving the underlying issue. The problem remains in the known error status. This means that while the issue has been identified and there is a workaround in place, it has not been permanently fixed. Instead, the workaround is documented in the Known Error Database (KEDB) as part of Problem Management. A change request to change control is generally not needed unless the workaround significantly affects other processes or services. Restoring service is part of Incident Management, not Problem Management. The problem record is not deleted; it is updated with the details of the workaround and its implications.