ITSM Practice Tests Part 2

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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?

If 7 days has passed, since the Problem was closed, it cannot be re-opened
Problem Manager clicks Re-Analyze on the Problem record ✓
Administrator clicks Re-Open on the Problem Record
Problem Assignee clicks Re-Open on the Problem record

Check your answer

Notes

You can reanalyze the problem even after it is closed by clicking Re-analyze. The state of the problem changes from Closed to Root Cause Analysis.

https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/problem-management/task/resolve-and-complete-problem.html