A workaround is a temporary solution used to restore service or reduce the impact of an incident when the root cause cannot be immediately resolved. The primary reason for applying a workaround is to restore normal operations quickly while a more permanent solution is being sought. ITIL 4 emphasizes that workarounds are used to mitigate the impact of an incident and restore service to users as quickly as possible.
Quick Restoration of Normal Operation (Answer C - Correct): The best reason for applying a workaround is to restore normal service quickly when a full resolution isn't immediately available. This aligns with the purpose of Incident Management, which is to minimize the impact on users by restoring service as fast as possible.
Systemic Solution Not Possible (Answer A - Incorrect): While a workaround may be applied when a systemic solution is not immediately available, this is not the main reason for its use. The key objective is the quick restoration of service.
Immediate Coordinated Resolution (Answer B - Incorrect): A workaround is typically used when a coordinated, full resolution is not immediately possible. It is a temporary fix rather than a final coordinated solution.
No Automated Procedures (Answer D - Incorrect): The availability of automated resolution procedures does not determine the use of a workaround. Workarounds are used when quick, temporary solutions are needed to restore service.
ITIL 4 Reference:
Incident Management Practice: The use of workarounds is part of Problem Management, and they are implemented to quickly restore service and reduce the impact on users.