Discuss ServiceNow CIS-ITSM Exam Topic 2 Question 63

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

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'.

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13 comments · newest first

Tonette 12 months ago

Surprised that A is even an option, really?

Rene 12 months ago

D seems a bit iffy, how long do we wait?

Veronique 1 year ago

C makes sense, can't fix what you don't know.

Dulce 1 year ago

I agree with B, pending changes should be noted.

Breana 1 year ago

A is definitely a valid reason.

Laurel 1 year ago

I think option D could be valid as well, especially if the vendor is involved. But I’m not sure if that alone justifies leaving it in that state.

Leigha 1 year ago

I feel like option C makes sense too, especially if we haven't figured out the root cause yet. But I’m not confident if that’s a valid reason to keep it as Known Error.

Stephen 1 year ago

I remember a practice question where we discussed pending changes. Option B seems right since it implies that a fix is on the way, but I wonder if it’s enough to keep it in that state.

Audra 1 year ago

I think leaving a Problem record in a State of Known Error is okay if the workaround is working fine, like option A suggests. But I'm not entirely sure.

Margurite 1 year ago

Okay, let me think this through. A Foundation Architecture is supposed to provide a common set of building blocks and standards, so I'm guessing the answer is C.

Veronika 1 year ago

Alright, I've got this. The key is to use a local policy on the WLC to segregate the iPads. That should do the trick without needing Cisco ISE.

Vi 1 year ago

This seems straightforward. The question mentions HDX 3D Pro mode, so I'm guessing the maximum number of monitors is related to that.

Iesha 1 year ago

"Standard" sounds familiar too, but I really struggle to differentiate between all these modes sometimes.

ServiceNow CIS-ITSM Exam - Topic 2 Question 63 Discussion