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How do you define a successful workaround in problem management?

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Problem management is a process that aims to identify, analyze, and resolve the root causes of recurring incidents that affect IT services. However, sometimes finding a permanent solution is not feasible or timely, and a workaround is needed to restore service or reduce impact. A workaround is a temporary fix or alternative method that bypasses the problem without resolving it. But how do you define a successful workaround in problem management? Here are some criteria to consider.

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1 Benefits and risks

A successful workaround should provide clear benefits to the users and the business, such as restoring service availability, functionality, performance, or quality. It should also minimize the risks of introducing new issues, violating policies, or compromising security. A workaround should be evaluated against the expected outcomes and the potential side effects of implementing it.

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Santhi Vardhan

Oracle CPQ | Incident Management | Problem Management | Stakeholder Management | Customer Success Management |
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A Successful WA is a temporary solution devised to mitigate the impact of an issue until a permanent resolution can be implemented. It effectively addresses the symptoms or consequences of the problem, allowing essential functions to continue with minimal disruption. A successful workaround is characterized by its effectiveness in restoring or maintaining service levels, its efficiency in terms of resources and time, and its reliability in ensuring stability and functionality. Additionally, it should be well-documented, easily reproducible, and communicate clearly to stakeholders. Ultimately, a successful WA buys time and stability, enabling the organization to focus on finding a permanent fix without significant detriment to operations.

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Timothy Robinson

Ph.D. Candidate in Cyberpsychology | Cybersecurity | GRC Analyst
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In my experience, one of the many things I've found that helps me to identify if the workaround will be successful is asking the 4Ms (Mitigate, Minimize, Minimal, Monitoring). - Does the workaround mitigate the impact of the problem to users or systems? - Does the workaround introduce or minimize risk? - Is it complex or can it be implemented with minimal effort? - Can the temporary solution be monitored to measure its effectiveness?

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2 Cost and effort

A successful workaround should be cost-effective and easy to apply, maintain, and monitor. It should not require excessive resources, time, or skills to implement or use. It should also not create additional work or complexity for the IT staff or the users. A workaround should be compared to the cost and effort of finding and applying a permanent solution.

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3 Compatibility and scalability

A successful workaround should be compatible and scalable with the existing IT environment, processes, and standards. It should not interfere with other services, systems, or components. It should also be able to handle the expected demand and growth of the service or the problem. A workaround should be tested and verified before and after deployment.

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Mark Reddington

Experienced Managed Service Operations Director | Service Delivery Expert | Effective Process Enabler | Innovative Problem Solver
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Is important to sustain visibility and perspective of workarounds against both strategic root cause solution and ongoing change and maintenance. Lack of awareness and consideration by wider product and delivery teams can lead to further complex issues and incidents occuring.

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4 Communication and documentation

A successful workaround should be communicated and documented clearly and consistently. It should inform the users and the stakeholders about the problem, the workaround, and the expected results. It should also provide instructions, guidance, and support for using or applying the workaround. A workaround should be recorded and tracked in the problem management system.

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5 Review and improvement

A successful workaround should be reviewed and improved regularly. It should monitor the performance, impact, and feedback of the workaround. It should also identify and address any issues, gaps, or opportunities for improvement. A workaround should be aligned with the problem management goals and strategies.

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6 Transition and closure

A successful workaround should be transitioned and closed properly. It should prepare and plan for the removal or replacement of the workaround when a permanent solution is available or the problem is resolved. It should also communicate and document the changes and the outcomes of the transition or closure. A workaround should be evaluated and learned from as part of the problem management process.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Oseghale Okohue BEngr. Msc. MBA. DBA. Prince2?Practitioner

Accredited NEC4 ECC Project Manager & Snr. P6 Planner | EPICM, Offshore Engineering,Renewable Energy (HVDC & HVAC Power Cables, Wind, Solar, BESS, Grid Code Compliance (G99, G5/5, P28) & Integration, GIS/AIS Sub-Station)
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A successful workaround in problem management effectively mitigates issues without resolving the underlying cause. In renewable energy projects, it could involve deploying temporary fixes for subsea wind power failures, adapting grid code compliance strategies in feasibility studies, implementing quick solutions for manufacturing defects, or implementing alternative operational strategies for battery energy storage system malfunctions, ensuring project continuity while long-term solutions are developed.

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How do you define a successful workaround in problem management?

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1 Benefits and risks

2 Cost and effort

3 Compatibility and scalability

4 Communication and documentation

5 Review and improvement

6 Transition and closure

7 Here’s what else to consider

Problem Management

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