Exam CIS-ITSM topic 1 question 22 discussion

Copied from the book: Determine which problem role can re-analyze problem records through the Problem Management properties (Problem > Administration > Problem Properties)

Problem Management properties are used to control features such as creating problem task on a closed problem and reanalyzing a closed or a canceled problem. These properties are available at Problem > Administration > Problem Properties. https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/problem-management/reference/problem-mgmt-properties.html

IT Service Management (ITSM) Implementation On Demand Module 6.4 Problem Lifecycle Configuration Page: Additional Considerations Answer is A

Checked the instance. Problem > Administration. Problem Properties

Tricky question. If the Problem Manager wants to retain the re-anlayze capability, then the Problem Coordinator would need to be added to the UI Action as well. Problem > Administration > Problem Properties only allows one selection (role).

A -> Confirmed from the instance!

choose A

Validated: Problem -> Problem Properties module There is a field choice option 'Who can Re-analyze a Completed Problem? Selectable values are Problem Managers or Problem Coordinators or Problem Administrators.

A - eBook Tokyo ITSM Implementation p.376

only a makes sense, the rest doesn't

VitalSource ITSM Implementer eBook, p376 clearly states the answer.

correct answer is A. Confirmed on the instance.

ITSM Implementation (Tokyo) ebook P337

textbook p186

A is right

Correct Answer : A

Problem Managers don't have access to system UI module so it would be A