When should a problem owner communicate a workaround to incident customers?

The role of a problem owner is crucial in the IT Service Management process, particularly when dealing with incidents that arise from underlying problems. Communicating a workaround to incident customers while there are related active incidents is essential because it provides immediate relief to users affected by the issue.

When there are active incidents, customers are likely experiencing disruptions to their services. Providing a workaround helps them regain functionality or use alternative methods to mitigate the impact of the problem until a permanent solution is implemented. Timing is important here; the provision of a workaround should not be delayed until after root cause analysis is complete or until the incidents are resolved or closed, as that prolongs the impact on users and can lead to dissatisfaction.

Therefore, timely communication of a workaround becomes particularly beneficial during active incidents, as it not only supports incident management by reducing the impact of the problem on users but also fosters a better relationship between the service provider and its customers by demonstrating responsiveness and care for their needs.