ServiceNow Certified Implementation Specialist – IT Service Management — Question 177

Why don't Problem records automatically move from Resolved to Closed after the fix is implemented?

Answer options

• A. It is designed to follow the ITIL4 standard
• B. There is a scheduled job that automatically moves Resolved problems to Closed after 7 days
• C. There is no Closed state. Problem records are moved to Completed
• D. It is good practice to monitor fixes implemented, to ensure the underlying issues are resolved, before closing a problem record

Correct answer: D

Explanation

The correct answer is D because it emphasizes the importance of monitoring fixes to ensure that the original problems are truly resolved before closing the record. Options A and C are incorrect as they misrepresent the ITIL framework and the status of Problem records. Option B is also wrong as it inaccurately describes an automated process that does not exist in this context.