Which Service Portfolio Management phase does a service belong to when it is in operational state?

A customer wishes to add a requirement to the Normal Change Model. Prior to transitioning the change status from New to Assess, they would like to ensure that the associated Configuration Item (CI) has a Proposed Change specified on the CI record.
What is the recommended approach to implement this requirement?

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?

Your customer would like to add a field to the Something is Broken record producer form. Which formatter would you use to add the field?

Which record type would you use for a View Company Policies link that would redirect to a Knowledge Article?