Workarounds, known errors and problem control
Lesson 4 of 12 in objective 7. Seven ITIL practices in detail, part of ITIL 4 Foundation.
- Objective
- 7. Seven ITIL practices in detail
- Share of the exam
- 47.5% (the whole objective)
- Questions in this lesson
- 4
- Signed for by a person
- 0
Partly checked. None of the 4 questions here has been read against the cited source by a person. 4 questions have been checked against their cited clause by an automated pass — which is not the same thing, and is not a signature.
Only questions a person has signed for are used in mock exams here. That is the whole difference between the two kinds of checking above.
Questions in this lesson
- What is a workaround? machine-checked
- A known error has been recorded with a workaround in place. The team periodically re-examines its impact, the cost of the incidents it causes, and whether a permanent fix has become worthwhile. Which phase of problem management is this? machine-checked
- An organisation has more open problems than it can analyse. What does the problem management practice say about how to proceed? machine-checked
- A business application fails for the third time this month. The service desk restarts it, users get back to work within ten minutes, and nobody knows why it keeps failing. Which combination correctly describes what has happened and what should happen next? machine-checked
Drill this lesson
A lesson is one sitting: the trainer draws a short run from these questions alone and spaces the ones you get wrong.
Practise Workarounds, known errors and problem control
The rest of objective 7
- Incident management, priority and major incidents
- Incident records, escalation and service requests
- Requests versus incidents, and finding problems
- Workarounds, known errors and problem control — you are here
- Change enablement and the three types of change
- Change authorities and the change schedule
- Authorisation routes and what a service desk is
- Service desk channels and user experience
- Service level agreements and honest targets
- Measurement, engagement and underpinning agreements
- Continual improvement and its model
- Who improves, which principles apply, and the value chain