ServiceNow CIS-ITSM Practice Questions

Answer: A

Why this is correct
The Problem Management workflow assigns the new problem and assesses it. Confirming that you plan to work on the problem moves it to Root Cause Analysis. When the cause is known and can be fixed, selecting Fix moves the problem to Fix in Progress, where a change request applies the permanent fix. Resolve then puts the problem in Resolved, and Complete puts it in Closed.

Why the other options are wrong
"New > Root Cause Analysis > Assess > Fix in Progress > Resolved > Closed" … This puts the investigation before the assessment. The workflow assesses the problem first and only then confirms it for root cause analysis.
"New > Assess > Fix in Progress > Root Cause Analysis > Resolved > Closed" … This starts the fix before the cause is known. Fix in Progress follows Root Cause Analysis, because the fix depends on what the analysis finds.
"New > Assess > Root Cause Analysis > Known Error > Resolved > Closed" … Known Error was a problem state in London and earlier releases. In the best practice state model, a known error is documented with a known error article, and the state after analysis is Fix in Progress.

Key point
The best practice state model is provided by the Problem Management Best Practice — Madrid — State Model plugin (com.snc.best_practice.problem.madrid.state_model), which introduces the best practice states and guided actions such as Fix, Accept Risk, Re-analyze, Resolve, and Complete.