ServiceNow Exam CIS-ITSM Topic 2 Question 63 Discussion

Actual exam question for ServiceNow's Certified Implementation Specialist - IT Service Management exam

Question #: 63
Topic #: 2

Under which circumstances is it appropriate to leave a Problem record in a State of Known Error?

AThe permanent fix is too costly and the documented workaround is sufficient

BA Change is pending implementation

CThe root cause has not been established and approved

DA vendor is actively investigating the Problem

Show Suggested Answer

Suggested Answer: A

Resolution and Recovery: Once the Root Cause has been identified, determine whether the established Workaround is

sufficient to restore service to related Incidents and prevent the occurrence of future Incidents. If not, you may

decide to implement a permanent fix to the

Problem by creating a Change Request. Once the Change has been implemented or a Known Error State has

been deemed acceptable, close the Problem record.

If a Change is pending implementation, the Problem state should be 'Pending Change' instead of 'Known Error'.

by Sheron at Dec 28, 2022, 06:47 AM

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