Exam CIS-ITSM topic 1 question 175 discussion

Actual exam question from ServiceNow's CIS-ITSM

Question #: 175
Topic #: 1

A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis.

What would be the next step for this problem?

A. If 7 days has passed, since the Problem was closed, it cannot be re-opened
B. Problem Manager clicks Re-Analyze on the Problem record
C. Problem Assignee clicks Re-Open on the Problem record
D. Administrator clicks Re-Open on the Problem Record

Show Suggested Answer

Suggested Answer: B 🗳️

by esllin at Feb. 28, 2023, 2:13 p.m.

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Jay2020

2 months, 3 weeks ago

Selected Answer: B

When a problem is Closed, it typically cannot be reopened after a certain period (e.g., 7 or 14 days, depending on system configurations). If management wants to revisit the root cause analysis after some time, they should use the Re-Analyze action, which allows re-examining the problem without violating ITIL best practices. The Problem Manager is the appropriate role to perform this action, as they oversee problem investigations and ensure they align with business needs.

upvoted 1 times

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PappyFox

8 months, 3 weeks ago

Selected Answer: B

"You can reanalyze the problem even after it is closed by clicking Re-analyze. The state of the problem changes from Closed to Root Cause Analysis." https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/problem-management/task/resolve-and-complete-problem.html

upvoted 2 times

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