ServiceNow CIS-ITSM Exam - Topic 5 Question 82 Discussion

Actual exam question for ServiceNow's CIS-ITSM exam

Question #: 82
Topic #: 5

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?

AIf 7 days has passed, since the Problem was closed, it cannot be re-opened

BProblem Manager clicks Re-Analyze on the Problem record

CProblem Assignee clicks Re-Open on the Problem record

DAdministrator clicks Re-Open on the Problem Record

Show Suggested Answer

Suggested Answer: B, D

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

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Georgene

3 months ago

I’m not sure about D either, seems like it should be more collaborative.

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Antonio

4 months ago

Definitely not A, that doesn't make sense.

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Tawny

4 months ago

Wait, can you really just re-open it after 7 days? Sounds off.

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Terrilyn

4 months ago

No way, it should be C! The assignee needs to handle it.

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Yolando

4 months ago

I think B is the right move here.

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Skye

5 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

5 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

5 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

5 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

5 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

5 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

5 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

5 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

5 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

5 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

6 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

6 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

10 months 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

10 months 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

9 months ago

D) Administrator clicks Re-Open on the Problem Record

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Aron

9 months ago

C) Problem Assignee clicks Re-Open on the Problem record

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Michal

9 months ago

B) Problem Manager clicks Re-Analyze on the Problem record

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Katy

9 months ago

D) Administrator clicks Re-Open on the Problem Record

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Dante

10 months ago

C) Problem Assignee clicks Re-Open on the Problem record

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Paz

10 months ago

B) Problem Manager clicks Re-Analyze on the Problem record

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Colton

11 months 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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