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IT Problem Management by Gary Walker

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7.2. Work Restoration

After determining and documenting the problem, the work restoration process begins. To return service as quickly as possible to the client, it may be necessary to provide the customer with a problem bypass. A problem bypass, or workaround, is a partial or complete circumvention of a problem prior to final resolution of the problem. Problem bypass varies, depending on the type of problem. For example, if the problem is a server down, then a hot backup server may already be in place and the customer may not have even noticed that his or her server was down—the bypass occurred automatically. Other problems may have simple workarounds available that are documented in the knowledge base . In these cases, the customer is provided ...

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