CIS-ITSM Incident Management Practice Test 2 — 15 Questions

Question 1

An analyst opens an incident and needs to populate several fields quickly with predefined standard text for a VPN connectivity issue. Which ServiceNow feature should the analyst use?

Accepted Answer

Incident Templates. Templates allow users to apply predefined sets of field values to a form quickly.

Answer

Quick Messages

Answer

Data Policies

Answer

Catalog Client Scripts

Question 2

Which TWO methods can be used to escalate an incident to a Major Incident in ServiceNow? (Choose two.)

Accepted Answer

Clicking the 'Promote to Major Incident' UI action on the Incident form.. Major incidents can be promoted via UI actions on the incident form or automatically triggered via configured rules and thresholds.

Answer

Deleting the original incident and recreating it on the Major Incident table.

Answer

Modifying the Data Policy table definitions.

Answer

Modifying the dictionary override for the priority field.

Question 3

Which THREE components are configured when setting up a Service Level Agreement (SLA) Definition for Incident Management? (Choose three.)

Accepted Answer

Start condition. An SLA definition requires specifying the target table, duration/schedule, and workflow conditions (Start, Stop, Pause).

Answer

Assignment rule mapping

Answer

Data policy rule

Question 4

Which TWO fields are mandatory on the Incident form out of the box when creating a new incident manually? (Choose two.)

Accepted Answer

Short description. Out of the box, Caller and Short description are mandatory fields when creating an incident.

Answer

Configuration item

Answer

Work notes

Answer

Assignment group

Question 5

Which THREE actions can be performed when utilizing the incident-to-problem workflow in ITSM? (Choose three.)

Accepted Answer

Associate multiple active incidents to a single Problem record.. Problems can be created from incidents, incidents can be attached to existing problems, and related incidents can be resolved when the problem is fixed.

Answer

Convert the incident table class directly into a problem table class via schema map manipulation.

Answer

Automatically generate a hardware purchase order from the problem investigation.

Question 6

When viewing an Incident record, where can an agent see a chronological audit trail of all field updates, comments, and work notes added by users and system processes?

Accepted Answer

Activity Stream (Form Stream). The Activity Stream displays the chronological history of updates, work notes, and comments on task records.

Answer

Dictionary Entries

Answer

System Log

Answer

Related Links

Question 7

Which TWO states are typically included in the baseline Incident lifecycle state model? (Choose two.)

Accepted Answer

Resolved. Baseline incident states include New, In Progress, On Hold, Resolved, Closed, and Canceled.

Answer

Under Review

Answer

Backlog

Answer

Pending Approval

Question 8

Which TWO options represent valid ways an end user (caller) can check the status of their submitted incident? (Choose two.)

Accepted Answer

Automated email notifications triggered by lifecycle state changes. End users can check incident status via the Service Portal or via automated email notifications.

Answer

Accessing the core UI Incident list view

Answer

System Administrator impersonation

Answer

Direct database query via ODBC client

Question 9

Which TWO considerations are important when designing Assignment Rules for Incident Management? (Choose two.)

Accepted Answer

Evaluation stops at the first matching rule unless otherwise configured.. Assignment rules should be structured with proper Order values and condition statements matching target records.

Answer

Assignment rules can only assign incidents to individual users, never groups.

Answer

Assignment rules require client-side JavaScript to function.

Answer

Assignment rules execute before Inbound Email Actions.

Question 10

An administrator needs to modify the priority lookup rules to ensure that incidents created with an Impact of 2 (Medium) and Urgency of 2 (Medium) automatically result in a Priority of 3 (Moderate). Where should the administrator navigate to configure this matrix in ServiceNow?

Accepted Answer

System Policy > Data Lookup Definitions > Priority Data Lookup Rules. Priority is determined by the Data Lookup Rules table (sys_data_lookup) which uses matchingers to set priority based on impact and urgency. Navigating to System Policy > Data Lookup Definitions > Priority Data Lookup Rules is the correct path.

Answer

System Definition > Dictionary > Incident > Priority

Answer

Incident > Administration > Priority Matrix

Answer

Service Level Management > SLA > Priority Calculation

Question 11

A service desk manager wants to ensure that when an incident is assigned to the Hardware group, the Assignment group field automatically populates the Assigned to field with a specific default handler if left empty, or dynamically limits the list of assignees. Which core ServiceNow feature should be configured to automatically populate or route incident assignment within a specific group?

Accepted Answer

Assignment Rules. Assignment rules or configurable business rules/Client Scripts handle this, but the native baseline method for auto-assigning based on group routing is Assignment Rules. More specifically, Assignment Rules evaluate tables and set values when conditions match.

Answer

Data Lookup Definitions

Answer

SLas definition conditions

Answer

Business Services Management

Question 12

An enterprise organization requires that when a Major Incident Candidate is promoted to a Major Incident, a dedicated Major Incident workspace opens automatically, and specific child incidents are automatically associated. Which plugin must be activated to utilize the formal Major Incident Management workbench and associated workflows in ITSM?

Accepted Answer

com.snc.incident.mim. The Major Incident Management plugin (com.snc.incident.mim) provides the workbench, state flows, and dedicated workspace features for managing major incidents.

Answer

com.snc.problem.mim

Answer

com.snc.itsm.major_incident

Answer

com.snc.incident_management.advanced

Question 13

Which THREE types of metrics can be tracked using the baseline Incident Management SLA and Metric definitions? (Choose three.)

Accepted Answer

Duration an incident spent in a specific assignment group.. Metrics and SLAs track operational metrics such as assignment group duration, resolution time, and SLA breach statuses.

Answer

The exact GPS coordinates of the technician resolving the ticket.

Answer

The physical CPU utilization of the server hosting the database.

Question 14

A service desk technician attempts to close an incident, but the system prevents the closure and displays a mandatory error message requiring the 'Close code' and 'Close notes' fields to be populated. Which component of the Incident Management application enforces these fields upon state change to Closed?

Accepted Answer

Out-of-the-box UI Policy or Client Script. UI Policies or Client Scripts configured out-of-the-box on the Incident table make Close code and Close notes mandatory when the state is set to Closed or Resolved.

Answer

Access Control Lists (ACLs)

Answer

Workflow Engine

Answer

Dictionary Overrides

Question 15

An IT organization defines a Service Level Agreement (SLA) for Incident Resolution that must pause its timer whenever an incident moves to the 'Awaiting User Info' state. Where must this pause condition be configured within the SLA definition record?

Accepted Answer

In the SLA Definition form under the 'Pause condition' field. SLA conditions (Start, Stop, Pause) are defined within the SLA Definition (contract_sla) record using condition builders or SLA workflow conditions. Pause conditions are explicitly set in the 'Pause condition' field.

Answer

In the SLA Workflow properties under 'Timer Pause Actions'

Answer

In the Dictionary entry for the Incident 'State' field

Answer

Within the Data Lookup Rules table for SLAs