What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

When a Root Cause and a Workaround are identified for a problem, it is often essential to document the quickest known resolution to assist users and support teams in overcoming the issue while a permanent fix is being developed. Publishing the workaround is a critical step in this process.

By making the workaround available, the organization enables users to continue their work without significant disruption. This communication ensures that everyone affected by the problem has access to interim solutions that can restore service functionality, which is vital in IT service management. This practice emphasizes the importance of timely communication within the service desk and enhances user satisfaction by providing immediate relief from operational issues.

In contrast, documenting a known error includes recording the root cause and providing a comprehensive understanding of the problem situation, which is a more formal process. Completing the investigation and conducting a complete root cause analysis (RCA) are also important aspects of problem management, but they tend to focus on identifying solutions rather than providing immediate assistance through workarounds. Thus, the emphasis on “publishing the workaround” aligns with the goal of quick and effective problem resolution in IT service management.