ServiceNow Exam CIS-ITSM Topic 2 Question 63 Discussion

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'.