In essence , it holds
1. The classic ITIL definition - workarounds to problems where the underlying cause is known, but where the full structural solution has not been implemented. (it may be implemented in the future, in which case, the KE can be retired, or there may be a decision that it is not cost-effective to remove the cause, but just to live with the workaround.
2. Errors discovered during development/testing which were not serious enough to prevent go-live. there may be a workaround, or it may be a " we know this bit does not work, and will fix it in a later release"
3. Problems which have a workaround, although the underlying cause has not been identified - this is not pure ITIL, but does happen in the real world. _________________ Liz Gallacher,
Accredited ITIL and ISO/IEC20000 Trainer and Consultant - Freelance
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