ServiceNow CIS-ITSM Exam - Topic 2 Question 63 Discussion

Actual exam question for ServiceNow's CIS-ITSM exam

Question #: 63
Topic #: 2

[All CIS-ITSM Questions]

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

Show Suggested Answer

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'.

by Sheron at Dec 28, 2022, 06:47 AM

Limited Time Offer

25%

Off

Get Premium CIS-ITSM Questions as Interactive Web-Based Practice Test or PDF

Contribute your Thoughts:

Submit Cancel

Tonette

4 months ago

Surprised that A is even an option, really?

upvoted 0 times

...

Rene

4 months ago

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

upvoted 0 times

...

Veronique

5 months ago

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

upvoted 0 times

...

Dulce

5 months ago

I agree with B, pending changes should be noted.

upvoted 0 times

...

Breana

5 months ago

A is definitely a valid reason.

upvoted 0 times

...

Laurel

5 months 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.

upvoted 0 times

...

Leigha

5 months 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.

upvoted 0 times

...

Stephen

5 months 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.

upvoted 0 times

...

Audra

5 months 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.

upvoted 0 times

...

Margurite

5 months 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.

upvoted 0 times

...