ITIL standards for Problem Management - Accept Risk

[juddmnu]

We've recently migrated to the latest problem state model and noticed that the "Accept Risk" UI action closes the Problem record as Closed Complete. To our understanding accepting risk does not necessarily mean that a Problem is completed, but that the Problem is acknowledged. We are wondering if setting the Problem to Closed Completed is the expected OOTB behavior for this feature.

[Dr Atul G- LNG]

Hi @Kristin J 

I'm thrashing through Problem config right now and I feel you, lol. I did read somewhere that a "best practice" can be to close the Problem as Risk Accepted,

Atul: Yes that is true.

but have a process to regularly revisit PRB that are in the Risk Accepted state, to see if any need to be Re-Analyzed. That might help with the concept of "Complete".

Atul:  

As I understand it, a problem can reoccur at any time, even after a permanent fix has been implemented. Therefore, "closed" typically means the fix has been applied, and the problem is observed for a month or two to ensure it does not reoccur before marking it as Closed.

Note that there is no state called Complete on a Problem record in ServiceNow; the process involves transitioning the state to Closed after validation.

[sivamandavyapur]

Can we say "Risk Accepted" is equal to "Known issue" and have a separate closed status which will allow to have them segregated and revisit them when required