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ServiceNow CIS-ITSM Exam - Topic 5 Question 82 Discussion

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

ServiceNow CIS-ITSM Exam - Topic 5 Question 82 Discussion

Actual exam question for ServiceNow's CIS-ITSM exam
Question #: 82
Topic #: 5
[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?

Show Suggested Answer Hide Answer
Suggested Answer: B, D

by Marge at Mar 08, 2024, 12:41 PM

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Georgene
9 months ago
I’m not sure about D either, seems like it should be more collaborative.
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Antonio
10 months ago
Definitely not A, that doesn't make sense.
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Tawny
10 months ago
Wait, can you really just re-open it after 7 days? Sounds off.
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Terrilyn
10 months ago
No way, it should be C! The assignee needs to handle it.
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Yolando
10 months ago
I think B is the right move here.
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Skye
11 months ago
I recall that the Assignee usually has the authority to reopen issues, but I’m not entirely confident if that applies here since it’s a management decision now.
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Therese
11 months ago
I’m a bit confused about the roles. I thought only the Administrator could re-open a problem, but now I’m not so sure.
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Chaya
11 months ago
I think we practiced a similar question where the Problem Manager had to re-evaluate the situation. I feel like clicking "Re-Analyze" could be the right move here.
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Jesusa
11 months ago
I remember we discussed how to handle reopened problems in class, but I'm not sure if it was the Problem Manager or the Assignee who should take action first.
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Carmen
11 months ago
This seems straightforward to me. The problem is occurring more frequently, so we need to re-visit the root cause analysis. Option B, where the problem manager clicks Re-Analyze, is the logical next step.
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Zack
11 months ago
Based on the information provided, I think option B is the correct answer. The problem manager should be able to re-analyze the issue and get to the root cause, rather than just re-opening it.
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Dan
11 months ago
Okay, let's see. The question mentions that the issue is occurring more frequently, so I think the best approach would be to re-analyze the root cause, rather than just re-opening it. Option B looks like the way to go.
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Jesus
11 months ago
Hmm, this seems like a tricky one. I'll need to carefully read through the options and think about the appropriate next steps for re-opening a previously closed problem.
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Maryanne
11 months ago
I'm a bit confused about the time frame mentioned in option A. Does that mean we can't re-open the problem at all if it's been more than 7 days? I'll need to double-check the policies on that.
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Kristine
11 months ago
This looks straightforward. I'll start by copying the table data into the chart worksheet, then create a 3D clustered column chart to display the data.
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Rosenda
12 months ago
Hmm, this is a tough one. I'm leaning towards option D - encouraging the team member to use experimentation 'spikes for continuous improvement. That seems like the most agile approach, and it aligns with the scrum values of transparency and continuous improvement.
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Jeniffer
12 months ago
Hmm, I'm a bit unsure about this one. I know the basics of failover, but I'm not sure I fully understand the nuances of how the active and standby devices interact in this scenario.
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Amber
1 year ago
Hmm, I wonder if the workaround involves a magical unicorn and a handful of glitter. That would be a pretty epic solution, if you ask me.
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Maxima
1 year ago
A) If 7 days has passed, since the Problem was closed, it cannot be re-opened - What is this, amateur hour? Everyone knows you can't let a problem sit for more than a week. Time to get on that, folks!
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Elke
1 year ago
D) Administrator clicks Re-Open on the Problem Record
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Aron
1 year ago
C) Problem Assignee clicks Re-Open on the Problem record
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Michal
1 year ago
B) Problem Manager clicks Re-Analyze on the Problem record
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Katy
1 year ago
D) Administrator clicks Re-Open on the Problem Record
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Dante
1 year ago
C) Problem Assignee clicks Re-Open on the Problem record
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Paz
1 year ago
B) Problem Manager clicks Re-Analyze on the Problem record
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Colton
1 year ago
C) Problem Assignee clicks Re-Open on the Problem record - Nah, I'm not letting anyone else touch my problem. This is my baby, and I'm taking it back!
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Yvonne
1 year ago
D) Administrator clicks Re-Open on the Problem Record
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Margarett
1 year ago
C) Problem Assignee clicks Re-Open on the Problem record
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Frank
1 year ago
B) Problem Manager clicks Re-Analyze on the Problem record
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Lizette
1 year ago
D) Administrator clicks Re-Open on the Problem Record - I'm all about delegating, so let's get the big boss to handle this one!
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Julianna
1 year ago
B) Problem Manager clicks Re-Analyze on the Problem record
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Darnell
1 year ago
D) Administrator clicks Re-Open on the Problem Record
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Gilberto
1 year ago
C) Problem Assignee clicks Re-Open on the Problem record
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Tula
1 year ago
B) Problem Manager clicks Re-Analyze on the Problem record
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Alisha
1 year ago
B) Problem Manager clicks Re-Analyze on the Problem record - Seems like the obvious next step to me. Gotta get that root cause figured out!
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Gracia
1 year ago
B) Problem Manager clicks Re-Analyze on the Problem record
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Trinidad
1 year ago
A) If 7 days has passed, since the Problem was closed, it cannot be re-opened
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Trinidad
1 year ago
I believe the Problem Manager should click Re-Analyze on the Problem record to revisit the root cause analysis.
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Arlean
1 year ago
I agree with Julianna, the problem seems to be occurring more frequently now.
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Julianna
1 year ago
I think the next step would be to re-analyze the problem.
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