CIS-ITSM Problem Management Practice Test 2 — 15 Questions

Question 1

An administrator is troubleshooting why related incidents are not receiving workaround updates when a Problem is resolved. Which THREE areas should the administrator inspect? (Choose three.)

Accepted Answer

Problem Management properties governing workaround communication. Option A is correct because Problem Management properties (e.g., the system property that controls whether workaround information is copied to associated incidents when a problem is resolved) directly govern whether workaround communication is propagated, so misconfigured properties would block updates. Option D is correct because business rules or script logic on the Problem table (such as an after-update business rule or a script include) are typically what push workaround fields down to child incidents, and a broken or inactive rule would prevent those updates. Option E is correct because the 'Child Incidents' related list relies on the task relationship linkage (parent-child relationships via the task_rel table); if incidents are not properly linked as children of the problem, no workaround update can reach them. Option B is not relevant because the Employee Center portal theme only affects the user interface appearance, not the backend propagation of workaround data. Option C is not relevant because the hardware asset barcode scanner plugin concerns asset tracking and has no bearing on problem-to-incident workaround communication.

Answer

The Employee Center portal theme configuration

Answer

The hardware asset barcode scanner plugin

Question 2

Which THREE attributes or details are typically documented during the investigation phase of a Problem? (Choose three.)

Accepted Answer

Root cause summary. During the investigation phase of a Problem, the problem manager documents the root cause summary (A), which captures the underlying reason the incident(s) occurred and is the primary output of the investigation. Affected Configuration Item(s) (B) are recorded because identifying which CIs (hardware, software, services) are involved is essential to scoping the problem and linking it to the CMDB. Workaround instructions (C) are also documented during investigation so that the service desk can restore service quickly while a permanent fix is developed. Options D and E are unrelated business trivia (stock tickers and cafeteria menus) and have no place in Problem Management records.

Answer

Company stock ticker symbols

Answer

Employee cafeteria lunch menus

Question 3

Which TWO methods are commonly used by end-users or support staff to find existing Known Error Articles in ServiceNow? (Choose two.)

Accepted Answer

The Known Errors module in the Problem Management application. Option A is correct because the Known Errors module within the Problem Management application provides a dedicated, structured list of known error records that end-users and support staff can browse or filter to locate existing Known Error Articles. Option B is correct because Global Text Search (the search bar at the top of the ServiceNow interface) indexes Knowledge articles, including Known Error Articles, allowing users to quickly find them by keyword. Options C, D, and E are incorrect because dialing a server IP into a landline, scanning a rack barcode with a TV remote, and reading physical bulletin boards are not ServiceNow features or supported methods for retrieving Known Error Articles.

Answer

Dialing the instance server IP address into a landline telephone

Answer

Scanning the physical barcode of a server rack with a TV remote

Answer

Reading physical office bulletin boards

Question 4

Which THREE configuration steps are typically required when setting up a new Problem Task definition or type? (Choose three.)

Accepted Answer

Adding the task related list to the parent Problem form. Option A is correct because a new Problem Task definition or type must be surfaced on the parent Problem record through the task related list, allowing users to create and view associated tasks directly from the Problem form. Option D is correct because Access Control Lists (ACLs) govern read/write access to the task table and its fields, which is essential to secure who can create, view, and modify Problem Tasks. Option E is correct because Form Layout and View settings determine which fields appear on the task form and in lists, ensuring the task type captures the required data. Option B is incorrect because HVAC cooling speeds are a physical facilities concern unrelated to application configuration. Option C is incorrect because rewriting the database kernel in C++ is a low-level platform engineering task, not a configuration step for a Problem Task definition or type.

Answer

Modifying physical data center HVAC cooling speeds

Answer

Rewriting the core database kernel in C++

Question 5

An administrator is configuring Data Archiving rules for closed Problem records. Which TWO criteria or settings must be defined in an archiving rule? (Choose two.)

Accepted Answer

The physical shipping address for archive backup tapes. Archiving rules require specifying the target table (e.g., problem) and age/condition criteria (such as closed and older than X months).

Answer

The social media platform handle for public announcements

Answer

The airline frequent flyer account for the archivist

Question 6

Which TWO fields are essential when documenting a Known Error Article originating from a Problem record? (Choose two.)

Accepted Answer

Workaround. Known error articles require clear symptom descriptions and actionable workaround instructions.

Answer

Recipe ingredients for baking bread

Answer

Personal credit card security code (CVV)

Answer

Automobile license plate registration

Question 7

A problem coordinator is reviewing a problem record that has been in the 'Root Cause Analysis' state for several weeks. The coordinator wants to ensure that the problem does not remain in this state indefinitely without action. Which feature should be used to automatically remind the assigned problem task owners to provide updates?

Accepted Answer

SLA definitions on the Problem Task table.. SLA definitions on the Problem Task table are the standard ServiceNow mechanism to monitor time against targets and trigger reminders. They can be configured with a 'reminder' action that sends notifications before breach, ensuring task owners are prompted to update. This avoids custom scripting and leverages out-of-the-box functionality.

Answer

Problem task reminders via the 'Problem Task' table's reminder field.

Answer

SLA definitions on the Problem table.

Answer

Workflow activities that send periodic emails.

Question 8

A problem manager needs to ensure that when a problem is moved to the 'Closed' state, the 'Close notes' field is mandatory and must contain at least 20 characters. Which configuration should be implemented to enforce this requirement?

Accepted Answer

Create a business rule that runs before update and aborts if 'Close notes' is empty or less than 20 characters when state is Closed.. A before update business rule is the most robust way to enforce both mandatory and minimum length for 'Close notes' when a problem is closed. It operates server-side, applies to all updates, and can abort with a clear error. Other options either lack length validation or are client-side only.

Answer

Create a UI policy that makes the 'Close notes' field mandatory when state is Closed.

Answer

Configure a dictionary attribute to set the 'Close notes' field as mandatory and with a minimum length.

Answer

Create a data policy that sets the 'Close notes' field to mandatory when state is Closed.

Question 9

An organization wants to ensure that when a problem is linked to an incident, the incident's 'Problem' field is automatically updated. Which relationship should be configured to achieve this?

Accepted Answer

One-to-many relationship where Problem is the parent and Incident is the child. The Incident table includes a 'Problem' field that references a Problem record, establishing a one-to-many relationship (one problem to many incidents). When an incident is linked to a problem, this field is populated, either manually or through business rules. This is the standard and correct way to associate incidents with problems and ensures the field is updated automatically when the link is made.

Answer

Many-to-one relationship where Incident is the parent and Problem is the child

Answer

One-to-one relationship between Problem and Incident

Answer

Many-to-many relationship between Problem and Incident

Question 10

Which user role is required by default to create, manage, and close Problem records in ServiceNow?

Accepted Answer

problem. The 'problem' role is specifically designed for managing Problem records in ServiceNow. It grants the necessary permissions to create, read, update, and delete problem records. This role is typically assigned to problem managers and problem coordinators.

Answer

change_manager

Answer

itil

Answer

major_incident_manager

Question 11

An ITIL practitioner needs to view the standard baseline workflow for Problem Management in ServiceNow. Which state comes immediately after the 'Assess' state in the baseline Problem lifecycle?

Accepted Answer

Root Cause Analysis. In the ServiceNow baseline Problem Management workflow, the state sequence is New → Assess → Root Cause Analysis → Fix in Progress → Resolved → Closed. Therefore, the state immediately after 'Assess' is 'Root Cause Analysis'. This reflects the ITIL problem lifecycle where assessment is followed by investigation to determine the root cause.

Answer

Resolved

Answer

Fix In Progress

Answer

Review

Question 12

When managing known errors, what is the primary purpose of a Known Error Article in ServiceNow Problem Management?

Accepted Answer

To communicate workarounds and symptoms to support staff for faster incident resolution. A Known Error Article is a knowledge base record created from a Problem that documents the confirmed root cause (or known cause) and any available workaround. Its primary purpose is to surface that information to support agents so they can apply the workaround to related incidents, reducing resolution time while the permanent fix is being developed. It does not close incidents, deploy patches, or replace the RCA — it is a knowledge-sharing artifact tied to the Problem record.

Answer

To permanently close all related Incidents without user confirmation

Answer

To automatically deploy software patches to affected configuration items

Answer

To replace the need for creating a Root Cause Analysis document

Question 13

A Problem Coordinator wants to create a Problem record from an existing Incident. By default, which UI Action on the Incident form initiates this relationship and populates related fields?

Accepted Answer

Create Problem. The 'Create Problem' UI Action on the Incident form is the default action that creates a new Problem record and populates related fields such as the short description and links the originating incident. This establishes the Problem-Incident relationship out of the box. It is the standard mechanism a Problem Coordinator uses to initiate problem management from an incident.

Answer

Associate to Problem

Answer

Create Major Incident

Answer

Promote to Problem

Question 14

Which tab or related list on a Problem record displays the individual tasks assigned to various groups to investigate specific components of the root cause?

Accepted Answer

Problem Tasks. The Problem Tasks tab or related list on a Problem record is specifically designed to hold individual tasks that are assigned to different groups to investigate specific components of the root cause. These tasks allow for parallel investigation and are a core part of the Problem Management process in ServiceNow. Child Incidents, Outages, and Affected CIs serve different purposes and do not represent the breakdown of root cause investigation work.

Answer

Child Incidents

Answer

Outages

Answer

Affected CIs

Question 15

An organization uses Domain Separation in ServiceNow. Problem records must be segregated by region. Where must an administrator verify domain separation configurations to ensure proper record visibility and visibility rules for Problem tasks?

Accepted Answer

Table dictionary attributes ensuring 'no_domain' is disabled and domain pathing is active on problem and problem_task. For Domain Separation to work on Problem and Problem Task, the tables must be domain-separated: the 'no_domain' dictionary attribute must be disabled (so records carry a domain) and domain pathing must be active. Administrators verify these dictionary attributes on the problem and problem_task tables to ensure records are segregated and visibility rules apply.

Answer

System Security > Access Control Lists exclusively

Answer

System Definition > Tables for problem and problem_task with Domain separation set to 'Edge'

Answer

Service Portal > Pages configuration