ServiceNow Certified Implementation Specialist – IT Service Management — Question 158

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?

Answer options

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

Correct answer: B

Explanation

The correct answer is B, as the Problem Manager is responsible for reassessing the problem by clicking Re-Analyze on the Problem record. Options A, C, and D are incorrect because option A refers to a time constraint that does not apply here, while options C and D incorrectly assign the action to the Problem Assignee and Administrator, respectively, instead of the Problem Manager.