ServiceNow Certified Implementation Specialist – IT Service Management — Question 154
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
Answer options
- A. Publish Workaround
- B. Document a Known error
- C. Complete Investigation
- D. Complete RCA
- E. Document Five Whys
Correct answer: B
Explanation
The correct answer, Document a Known error, is the standard practice for officially recording problems and their solutions for future reference. Publishing a Workaround is helpful, but it does not capture the underlying issue as thoroughly as a Known error document. Completing Investigation and RCA are part of the broader problem management process but are not the immediate steps taken to document quick solutions.