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Exam CIS-ITSM topic 1 question 175 discussion

Actual exam question from ServiceNow's CIS-ITSM
Question #: 175
Topic #: 1
[All CIS-ITSM Questions]

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
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Suggested Answer: B 🗳️
by esllin at Feb. 28, 2023, 2:13 p.m.

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Jay2020
1 month 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
7 months 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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lolnaman
7 months, 1 week ago
Selected Answer: B
p351 check diagram we can reopen a closed problem and the problem manager can do this activity.
upvoted 1 times
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abdelgu
7 months, 3 weeks ago
A can be also correct ?
upvoted 1 times
BL80
7 months, 2 weeks ago
No, A isn´t right. That is a property of the incident mgmt.
upvoted 1 times
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esllin
8 months ago
Selected Answer: B
correct
upvoted 3 times
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