CIS-ITSM Incident Management Practice Test 6 — 15 Questions

Question 1

You want to hide the 'Impact' field for users who do not have the 'itil' role. Where is the most appropriate place to configure this?

Accepted Answer

UI Policy. UI Policies are the standard way to control field visibility based on user roles and conditions.

Answer

ACL

Answer

Data Policy

Answer

Client Script

Question 2

Which TWO components can be used to notify a user about an incident update?

Accepted Answer

Customer Comments. Notifications and Work Notes/Comments (with email triggers) are the standard ways to communicate updates.

Answer

Assignment Rule

Answer

Work Notes

Answer

UI Policy

Question 3

Which THREE factors influence the Priority calculation in the default ITSM Incident Management?

Accepted Answer

Priority Lookup Rules. Priority is a matrix determined by Impact (the scope) and Urgency (the user's need), and the Priority lookup rules defined in the system.

Answer

Resolution Time

Answer

Assignment Group

Question 4

Which THREE items are required to properly define an SLA?

Accepted Answer

Schedule. An SLA definition requires a schedule, duration, and start/stop/pause conditions.

Answer

Priority Filter

Answer

User Role

Question 5

Which TWO fields are commonly used to categorize an incident?

Accepted Answer

Category. Category and Subcategory are the standard fields used to define the nature of the incident.

Answer

SLA Definition

Answer

Resolution Code

Answer

Assignment Group

Question 6

Which THREE actions can be performed via the Incident 'Related Links'?

Accepted Answer

Create Problem. Common related links include Create Knowledge, Create Problem, and Create Incident task.

Answer

Change Password

Answer

Delete Incident

Question 7

Which THREE are standard 'Resolution Codes' in ServiceNow?

Accepted Answer

Closed/Resolved by Caller. Commonly used codes include Resolved by Change, Closed/Resolved by Caller, and Work Around.

Answer

In Progress

Answer

Pending

Question 8

Which THREE fields are auto-populated when an incident is created via email?

Accepted Answer

Description. Common fields populated via Inbound Email Actions include Caller, Short Description, and Description.

Answer

Priority

Answer

SLA

Question 9

Which THREE settings can be modified in an SLA Definition to control the SLA timer?

Accepted Answer

Duration type. SLA definitions use duration, schedules, and conditions to manage the timer.

Answer

Priority

Answer

Incident State

Question 10

Which TWO are common 'On Hold' reasons in the standard Incident process?

Accepted Answer

Awaiting Caller. Standard on-hold reasons include 'Awaiting Caller' and 'Awaiting Vendor'.

Answer

Awaiting Assignment

Answer

Awaiting Approval

Answer

Awaiting Change

Question 11

Which TWO methods are used to restrict visibility of Incident fields?

Accepted Answer

ACLs. ACLs (Access Control Lists) and UI Policies are the primary mechanisms for controlling field visibility and accessibility.

Answer

Business Rules

Answer

System Dictionary

Answer

Assignment Rules

Question 12

Which TWO fields are essential for the 'Incident - Resolve' business rule to function correctly?

Accepted Answer

Resolution Notes. The resolution code and resolution notes are typically required fields when moving an incident to the resolved state.

Answer

Urgency

Answer

Impact

Answer

Assignment Group

Question 13

Which TWO of the following can trigger the creation of a 'Problem' record from an 'Incident'?

Accepted Answer

Create Problem UI Action. The 'Create Problem' UI Action and Flow Designer are standard methods for creating problems from incidents.

Answer

Business Rule

Answer

Assignment Rule

Answer

Catalog Item

Question 14

An organization wants to ensure that when an incident is assigned to a specific assignment group, the 'Assigned to' field automatically populates with the manager of that group. Which configuration is best for this requirement?

Accepted Answer

Create a Business Rule on the Incident table that runs before insert or update.. A Business Rule is the most appropriate way to trigger a server-side script upon update or insertion of a record to handle field population logic.

Answer

Configure an Assignment Rule on the Incident table.

Answer

Set a Default Value on the 'Assigned to' field dictionary entry.

Answer

Create an OnLoad Client Script.

Question 15

You are tasked with configuring the Incident Priority Matrix. If an Incident has an Urgency of 2 and an Impact of 2, what is the default Priority?

Accepted Answer

Priority 3 - Moderate. In the standard ServiceNow ITSM demo data, the Priority Matrix maps Impact 2/Urgency 2 to Priority 3 (Moderate).

Answer

Priority 4 - Low

Answer

Priority 2 - High

Answer

Priority 1 - Critical