From the course: IT Service Management Foundations: Problem Management
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Workarounds and known errors - ITIL Tutorial
From the course: IT Service Management Foundations: Problem Management
Workarounds and known errors
- [Narrator] Quick, that pipe over there near the sink, it's leaking, what should we do? Should we get out the calipers, measure the size of the leaks, try to identify if something around it perhaps ran into it, bent or damaged it? Maybe we should ask the local staff if anything has changed. No, you shut off the valve and if it's safe, throw some duct tape on it and perhaps turn the valve on to a low pressure so that we can still use the sink until a professional gets here. It's so easy to make this type of decision in real life when the example is a sink and leaking water. But how come when we deal with virtual pipes like those of the internet and virtual water like data flow, does our brain forget that workarounds and bandaid solutions are priority number one during a leak? Our collective behavior got so inconsistent around emergencies that we even developed an entire discipline around performing it well. We call it…
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