CIS-ITSM Incident Management Practice Test 3 — 15 Questions

Question 1

A problem coordinator wants to create a new Problem record directly from an existing major Incident while retaining a bi-directional link so that updates to the Incident's workaround are automatically copied to the related Problem. How should the administrator achieve this relationship natively?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Use the 'Create Problem' UI Action on the Incident form. Using the 'Create Problem' UI Action on the Incident form creates a problem record and establishes a related list entry using the task_rel_table or out-of-the-box reference mechanisms.

Answer

Configure a Data Policy from Problem to Incident

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Write a custom database trigger

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Manually populate the Parent incident field on the Problem form

Question 2

An IT support team member needs to quickly communicate a known workaround to all active incidents related to a specific active Problem record. Which related link or related list on the Problem form enables the propagation of the workaround to all associated incidents?

Accepted Answer

Communicate Workaround UI Action. The Problem form includes a related list or UI Action allowing administrators to communicate workarounds to related incidents out of the box.

Answer

Global Incident Synchronizer

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Push Updates Business Rule

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Broadcast Incident Action

Question 3

An administrator is configuring Service Level Agreements (SLAs) for the Incident table. Which THREE elements are required components of a standard SLA definition (contract_sla) record in ServiceNow? (Choose three.)

Accepted Answer

Duration. An SLA definition requires a target (SLA type like Resolution/Response), a duration type or duration, and Start conditions. Table and collection fields are also foundational.

Answer

Assigned to user mandatory script

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Workflow

Question 4

Which TWO actions occur automatically when a Major Incident Candidate is promoted to a Major Incident using the Major Incident Management workbench? (Choose two.)

Accepted Answer

A dedicated Major Incident Workbench is populated with relevant timeline and stakeholder tasks.. Promoting a major incident candidate triggers state flows, can create child incidents, notifies stakeholders, and opens the Major Incident Workbench.

Answer

The caller of the incident is automatically granted admin access.

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All associated child incidents are automatically closed.

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The priority of the incident is automatically downgraded to Low.

Question 5

A Major Incident is declared. Which THREE of the following actions are automatically performed or enabled by the Major Incident Management plugin?

Accepted Answer

Access to the Major Incident Workbench.. Major Incident Management functionality provides specific workflows to handle high-impact incidents.

Answer

Automatic assignment to the Service Desk manager.

Answer

Automatic closure of all related incidents.

Question 6

A company requires that when an incident is assigned to a specific group, the 'Assigned to' field must be mandatory. Which configuration change accomplishes this using the most efficient ServiceNow best practice?

Accepted Answer

Create a UI Policy with the condition 'Assignment group is [Group Name]' and 'Mandatory' set to true for the 'Assigned to' field.. UI Policies are the recommended method for making fields mandatory on a form, as they are client-side and easier to maintain than Business Rules or Client Scripts.

Answer

Modify the dictionary entry for the 'Assigned to' field to be mandatory.

Answer

Write an OnChange Client Script on the assignment group field to set the field mandatory.

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Create a Data Policy with the condition set to the assignment group.

Question 7

An incident is created via email. The system identifies a matching CI, but the 'Incident State' remains 'New' instead of 'In Progress' despite the assignment group being populated. What is the most likely cause?

Accepted Answer

The business rule or email action lacks a script to trigger the 'In Progress' state transition.. The Inbound Email Action logic or Business Rule that evaluates incident state transitions may require a 'State' change explicit in the script or configuration to move from 'New' to 'In Progress'.

Answer

The CI record lacks an 'Assigned To' field.

Answer

The 'Incident State' field does not have an 'In Progress' choice.

Answer

The incident state is read-only for the system user.

Question 8

When configuring Incident Management properties (Incident > Administration > Properties), which TWO behaviors can an administrator control globally? (Choose two.)

Accepted Answer

Enable or disable customer updates to reopen closed incidents (e.g., com.snc.incident.reopen_closed).. Incident properties control operational behaviors like reopening rules, auto-closure intervals, and default search behaviors.

Answer

Define the exact salary range of incident managers.

Answer

Set the physical server memory allocation for the instance.

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Configure Active Directory domain controllers.

Question 9

You need to ensure that an incident automatically moves to 'Resolved' state when all associated tasks are closed. Which approach utilizes the native ServiceNow engine?

Accepted Answer

Use an Incident Business Rule to query related tasks and set the state to Resolved.. Business Rules are the standard way to trigger server-side logic based on database changes, such as checking related task states.

Answer

Create an Assignment Rule to update the state.

Answer

Configure a SLA Definition to trigger resolution.

Answer

Set up a Flow Designer flow to execute a client-side script.

Question 10

Which THREE of the following are valid ways to trigger the Major Incident Management workflow?

Accepted Answer

Clicking the 'Propose Major Incident' button on an incident record.. Major Incidents can be triggered manually by the user, via business rules based on criteria, or during the incident update process.

Answer

A scheduled job that checks for incident volume.

Answer

Via a direct integration with the CMDB.

Question 11

A service desk manager needs to ensure that Incidents assigned to the 'Hardware' group are automatically routed to a specific sub-group based on the 'Category' field. Which configuration should be used?

Accepted Answer

Assignment Rules. Assignment Rules are the standard mechanism to automatically route tickets based on defined criteria like Category and Assignment Group.

Answer

Flow Designer

Answer

Data Lookups

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Business Rules

Question 12

An organization requires that when an Incident priority is set to '1 - Critical', a 'Major Incident' candidate record is created. What is the best practice approach?

Accepted Answer

Enable the Major Incident Management plugin and configure 'Major Incident Trigger Rules'. The Major Incident Management plugin provides the 'Major Incident' functionality that integrates with existing incidents.

Answer

Create a Business Rule on the Incident table

Answer

Use a Client Script to trigger a workflow

Answer

Update the Incident Priority Lookup table

Question 13

Which field on the Incident form is calculated automatically based on the 'Impact' and 'Urgency' fields using the Priority Lookup Rules?

Accepted Answer

Priority. The Priority field is a derived value based on the matrix defined in Priority Lookup Rules.

Answer

Impact

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SLA

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Severity

Question 14

You are troubleshooting a scenario where an Incident SLA is not attaching to a ticket. What is the first place you should investigate?

Accepted Answer

SLA Definition Conditions. The SLA Definition condition builder determines if an incident meets the criteria to attach the SLA.

Answer

Incident State

Answer

System Dictionary

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User Preferences

Question 15

An ITIL user complains they cannot see the 'Major Incident' tab on an incident record. What is the most likely cause?

Accepted Answer

The 'Major Incident Management' plugin is not active.. The visibility of sections and UI components is controlled by View Rules, ACLs, or Form Layout/Sections configurations.

Answer

The user does not have the 'itil' role.

Answer

The incident is not in the 'In Progress' state.

Answer

The user needs to be a member of the 'Major Incident Management' group.