ITIL V4: What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

OPTIONS

• A change request is submitted to change enablement
• Problem management restores the service as soon as possible
• The problem remains in the known error status
• The problem record is deleted

ANSWER

The problem remains in the known error status

EXPLANATION

An effective incident workaround can become a permanent way of dealing with some problems when resolving the problem is not viable or cost-effective. In this case, the problem remains in the known error status, and the documented workaround is applied should related incidents occur.