In certain scenarios, developing a solution to eliminate the problem root cause could be time consuming or even costly. A
workaround must therefore be identified to restore services quickly, till such time that a permanent resolution can be
developed. A workaround does not identify the root cause or provide a permanent solution to the problem, it is a temporary
relief for the end-user as they will be able to continue to use the impacted IT systems. In addition, a workaround
minimizes the impact on the business that these systems support.
The Problem Assignee should gather and analyze all symptoms of the problem, looking at both internal and external sources
of data to find a suitable workaround for the problem
As soon as the diagnosis is complete and a workaround or permanent solution is identified, the next step in this activity
is to update the Known Error Record in the KEDB. The Known Error Record should hold the details of the fault and its
symptoms of the problem along with the details of the actions taken to resolve the problem, its root cause and workaround.
All known error records should be stored in the KEDB. This helps to identify and restore the service in a faster way, when
the problem reoccurs.
Care should be taken not to duplicate the problem record. It is the responsibility of the Problem Manager to ensure that
KEDB does not have multiple entries for the same problem or its workaround. Problem Management must communicate to Incident
Management about the identification of the workaround and update of KEDB records.
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