CIS-ITSM Incident Management Practice Test 4 — 15 Questions

Question 1

An Incident is related to a Problem record. When the Problem is resolved, the related Incidents should be updated automatically. How is this typically managed?

Accepted Answer

UI Action on the Problem table. The 'Update related incidents' UI Action on the Problem form automates this process.

Answer

Business Rule on the Incident table

Answer

Flow Designer trigger on Incident table

Answer

Scheduled Job

Question 2

Which role is specifically required to create or modify 'SLA Definitions'?

Accepted Answer

sla_admin. The 'sla_admin' role is required to manage SLA definition records.

Answer

itil

Answer

admin

Answer

incident_manager

Question 3

When configuring an 'Incident Record Producer', what is the purpose of the 'Script' field?

Accepted Answer

To map variables to fields on the target record. The script field allows for mapping variables from the catalog item to fields on the created incident record.

Answer

To hide fields from the end user

Answer

To trigger an email notification

Answer

To define the Incident assignment group

Question 4

What is the primary function of the 'Incident State' field choices?

Accepted Answer

To track the lifecycle stage of an incident. Incident states track the lifecycle of the ticket from New to Closed.

Answer

To determine SLA priority

Answer

To define user visibility

Answer

To trigger the assignment rule

Question 5

Which tab on the Incident form is typically used to track communication with the caller?

Accepted Answer

Activity. The 'Activity' formatter shows a chronological history of work notes and comments.

Answer

Notes

Answer

SLA

Answer

Related Records

Question 6

What is the purpose of the 'Incident Task' table?

Accepted Answer

To break down a complex incident into smaller tasks. Incident tasks allow breaking down a complex incident into smaller, assignable work units.

Answer

To replace the Incident table

Answer

To store SLA definitions

Answer

To act as a parent for multiple incidents

Question 7

When using the 'On-Hold' state, which sub-field is typically used to explain why the incident is waiting?

Accepted Answer

On-Hold Reason. The 'On-Hold Reason' field provides context for why an incident is not currently being worked.

Answer

Assignment Group

Answer

Work Notes

Answer

Resolution Code

Question 8

If an organization wants to prevent an Incident from being closed unless certain fields are populated, which feature should be used?

Accepted Answer

Data Policy. Data Policies or UI Policies are used to enforce data integrity before state changes.

Answer

Client Script

Answer

Assignment Rule

Answer

System Property

Question 9

When a Major Incident is created, what happens to the linked child incidents?

Accepted Answer

They are automatically updated with major incident information. Child incidents are automatically updated to match the major incident's state or work notes to ensure synchronization.

Answer

They are ignored by the system

Answer

They are deleted

Answer

They are closed immediately

Question 10

How can an agent escalate an incident that is currently 'In Progress'?

Accepted Answer

Change the Impact or Urgency. The 'Priority' field is increased by updating the Impact or Urgency fields, which triggers a priority recalculation.

Answer

Change the State

Answer

Assign it to a higher level group

Answer

Submit a new incident

Question 11

Which form component is used to quickly search the Knowledge Base based on incident short description?

Accepted Answer

Knowledge Sidebar. The 'Knowledge' related link or side-panel search helps agents find relevant articles.

Answer

Incident History

Answer

Catalog

Answer

Service Portal

Question 12

Which field must be populated to allow the 'Resolution' tab to be visible or actionable?

Accepted Answer

Incident State. The state must be set to 'Resolved' to trigger the mandatory resolution information fields.

Answer

Caller

Answer

Assignment Group

Answer

Category

Question 13

What is the correct order of operations when an incident meets criteria for both a standard SLA and an SLA pause condition?

Accepted Answer

Conditions are evaluated based on defined order. The system processes business rules and workflows that evaluate the SLA definition conditions sequentially.

Answer

The latest SLA created always takes priority

Answer

Only one SLA can be active at a time

Answer

Pause conditions take precedence over start conditions

Question 14

What does the 'Caller' field on the Incident form reference?

Accepted Answer

The sys_user table. The Caller field is a reference field pointing to the 'sys_user' table.

Answer

The incident table

Answer

The groups table

Answer

The cmn_department table

Question 15

Where do you configure the email notification that is sent to the 'Caller' when an incident is resolved?

Accepted Answer

System Notification > Email > Notifications. Notifications are configured in the 'System Notification > Email > Notifications' module.

Answer

Business Rule > Email

Answer

Incident Form Layout

Answer

Service Portal Configuration