CIS-ITSM Problem Management Practice Test 2 — 15 Questions

Question 1

A team uses Problem Tasks to divide root cause investigations. A requirement states that a Problem record cannot be moved to 'Fix In Progress' until all child Problem Tasks are in either 'Closed Complete' or 'Closed Skipped' state. How should an administrator configure this validation?

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

Accepted Answer

A Before Update Business Rule on the Problem table checking active child task counts. A Business Rule (before update on the problem table) checking related problem_task states ensures the transition criteria are met.

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An Access Control List (ACL) with script execution

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A Dictionary Override on the State field

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A UI Policy with an advanced script condition

Question 2

Which module allows service desk agents to view problems that have been published as known errors?

Accepted Answer

Known Errors. The 'Known Errors' module in Problem Management provides access to published known error records.

Answer

Problem Properties

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Incident Overview

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Change Schedule

Question 3

A security requirement states that when a Problem record is marked with a Priority of 'Critical', only members of the assigned Problem group can view the record, overriding standard department-based ACLs. How should this be implemented?

Accepted Answer

By writing a script in a read ACL on the Problem table that checks if priority is critical and the user is in the assignment group. A custom or modified read ACL on the problem table can evaluate whether the user belongs to the assigned assignment group when priority is critical.

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By updating the Problem Management properties file

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By configuring a UI Policy to hide the entire form for non-group members

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By using Data Filtration rules on the Task table

Question 4

An organization wants to categorize problems using a hierarchical tree structure (e.g., Hardware > Server > Memory). Which feature should an administrator configure to support dependent category dropdowns on the Problem form?

Accepted Answer

Dependent field attribute configured on the Dictionary entry. Dependent dropdowns in ServiceNow are configured using 'Dependent field' attributes on the dictionary entry of the child field.

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Catalog Client Script

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Data Lookup Matchers

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Client Script with GlideRecord queries

Question 5

An organization wants to enable the 'Create Problem' button on incident forms only when the Incident Category is set to 'Network'. Where should this condition be evaluated?

Accepted Answer

In the Condition field of the 'Create Problem' UI Action record. UI Actions have a 'Condition' field where administrators can write server-side evaluation scripts or conditions (e.g., current.category == 'network') to control button visibility.

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In the Data Policy configuration

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In a Client Script using g_form.setDisabled()

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In a UI Policy applied to the Incident form

Question 6

An organization wants to track problem metrics using Performance Analytics. Which plugin must be active to utilize out-of-the-box Performance Analytics content packs for Problem Management?

Accepted Answer

Performance Analytics - Content Pack - Problem Management. The Performance Analytics Content Pack - Problem Management plugin provides out-of-the-box dashboards, indicators, and breakdowns for problem processes.

Answer

Incident and Problem Analytics Pack

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ITSM Performance Analytics Core

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Problem Management Advanced Analytics

Question 7

What is the primary benefit of linking multiple recurring Incidents to a single Problem record?

Accepted Answer

It allows tracking the underlying root cause and enables bulk updates or closure once resolved. Linking incidents to a problem allows efficient tracking of the underlying cause and enables bulk communication or closure once the problem is resolved.

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It converts all linked incidents into emergency change requests

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It bypasses the need for Service Level Agreements on the incidents

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It automatically increases the user satisfaction score (CSAT) for all affected callers

Question 8

What is the primary role of the 'Configuration Item' (CI) field on a Problem record?

Accepted Answer

To identify the specific hardware, software, or service suspected of causing the failure. The CI field identifies the specific infrastructure component, hardware, or software service suspected of causing the underlying problem.

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To schedule an automatic reboot of the CI upon problem creation

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To automatically assign the problem to the vendor who manufactured the hardware

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To lock the CI from being modified while investigations are ongoing

Question 9

A custom integration creates Problem records in ServiceNow via REST API. The integration payload occasionally omits the 'Assignment group', but company policy requires all problems to have an assignment group before reaching the 'Assess' state. Where should this default assignment logic be robustly implemented?

Accepted Answer

In a Before Insert/Update Business Rule on the Problem table. A Before Insert/Update Business Rule on the Problem table ensures that if the state is moving past New and assignment group is empty, a default group is assigned or the transaction is aborted.

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In a Service Portal Widget controller script

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In a UI Policy Action

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In an onLoad Client Script on the Problem form

Question 10

A Problem record is associated with a Change Request via the 'Caused by change' field. When the Change Request is cancelled, a stakeholder wants the linked Problem record to automatically transition back to the 'Assess' state and notify the problem assignee. How should this be configured?

Accepted Answer

A Business Rule on the Change Request table that evaluates state changes and updates linked Problem records. A Business Rule on the Change Request table checking if state changed to Cancelled can query related problems and update their state and trigger an event.

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A Data Lookup definition on the task table

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A Client Script on the Problem table checking parent change status

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A UI Policy on the Change form

Question 11

What does the 'Root cause summary' field on a Problem record typically capture?

Accepted Answer

The detailed explanation of the underlying cause determined during investigation. The root cause summary documents the underlying fundamental cause of the problem once determined.

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The SLA breach percentage for the problem task

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A list of all engineers who logged into the server

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The purchase order number of the replacement hardware

Question 12

An administrator needs to modify the default list layout for the Problem module so that all users see the 'Known Error' column by default. Where should this be configured?

Accepted Answer

Configure List Layout while logged in with no user preference overriding (Default view). Administrators configure default global list layouts by configuring the list view as an admin, which creates a sys_ui_list record with no user specified.

Answer

System UI > Views > Problem Default View

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User Preferences table (sys_user_preference)

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Navigation Pane Module Editor

Question 13

What is the primary function of the 'Workarounds' field on a Problem record?

Accepted Answer

To document temporary solutions that can be shared with service desk agents to resolve related incidents. The workaround field documents temporary solutions that can be applied to incidents while root cause analysis is underway.

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To log the exact times the server experienced packet loss

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To store the final approved code for software deployment

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To record the financial cost of the problem

Question 14

A company implements proactive Problem Management. They want to automatically generate a Problem record when more than 5 incidents with the exact same Configuration Item and Category are logged within a 2-hour window. Which ServiceNow feature should be configured to achieve this automation?

Accepted Answer

Flow Designer with a scheduled trigger or table trigger combined with aggregate queries. Event Management or Incident Triggered Flow Designer / Scheduled Script Execution combined with grouping logic is used for proactive problem generation, with Flow Designer / IntegrationHub or Scheduled Jobs being common mechanisms.

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A Dictionary Data Policy

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An Email Notification template

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A UI Action script

Question 15

An ITIL process owner wants to ensure that when a Problem record is set to 'Resolved', the 'Root cause' field is mandatory. Which out-of-the-box or configurable feature should be verified or adjusted?

Accepted Answer

Problem Properties (com.snc.problem.mandatory_on_resolve). Problem Properties contain settings to enforce mandatory fields like root cause or workaround upon resolution.

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Incident Management Properties

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Change Management Properties

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System Properties > UI Defaults