The service desk received a call from a user saying, "In the expense reimbursement system, the submit button does not respond when I attach an image of a receipt." The same symptom is registered as a known error, with the recorded workaround "the image can be submitted if it is first registered from a separate registration screen." Which of the following is the most appropriate action in incident management?

Answer: C. Tell the user about the recorded workaround so that they can continue working, and log the incident and link it to the known error

The goal of incident management is to return the service to normal as quickly as possible and keep the effect on the business small. If a workaround is recorded for a known error, it is passed on so that the user can continue working. Logging the incident and linking it to the known error shows how often it occurs and provides input for judging the priority of a permanent fix. Resolving the root cause is done by problem management, and changes to the production environment go through change management.

• A. Making the user stop working when a workaround exists goes against the goal of restoring service quickly.
• B. Changes to the production environment are made only after their impact has been assessed and they have been approved in change management.
• C. Correct. The workaround lets the user keep working, and a record is kept.