ITIL 4 Foundation Practice Exam

What is the purpose of a workaround?

1. To completely resolve an incident or problem

2. To manage project timelines

3. To reduce or eliminate the impact of incidents or problems

4. To enhance team collaboration

The correct answer is: To reduce or eliminate the impact of incidents or problems

A workaround is a temporary solution designed to minimize or eliminate the impact of an incident or problem when a permanent fix cannot be immediately implemented. It allows services to continue functioning at an acceptable level despite the underlying issue that may still exist. This approach is particularly useful in IT service management where disruptions can affect business operations. When a workaround is in place, it provides a means for users to continue their tasks without facing the full brunt of the incident's impact, thereby maintaining productivity and service continuity. This understanding of a workaround's purpose helps to highlight its role in immediate incident management efforts. The other options focus on aspects that are either unrelated or do not align with the concept of a workaround. For instance, resolving an incident completely involves a permanent fix, while managing project timelines concerns project management rather than incident handling. Enhancing team collaboration is essential for team dynamics but is not directly related to the operational function of a workaround.