ServiceNow Certified Implementation Specialist – IT Service Management — Question 203

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. Document Five Whys
• D. Complete Investigation

Correct answer: B

Explanation

The correct answer is B, as documenting a Known Error allows teams to record the problem and its resolution method for future reference. Option A is incorrect because simply publishing a workaround does not fully capture the underlying issue. Options C and D involve more extensive analysis and processes that are not focused on quickly documenting a resolution.