CIS-ITSM Problem Management Practice Test 3 — 15 Questions

Question 1

An enterprise uses Agile Development in tandem with Problem Management. When a root cause points to a software defect, the team wants to create a Defect record in ServiceNow Agile Development directly from the Problem form. How is this integration typically achieved?

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

Accepted Answer

By configuring a UI Action on the Problem form that instantiates an Agile Defect record and establishes a relationship. Configuring UI Actions or extending Agile Development plugins enables creating Agile artifacts (Stories, Defects, Epics) from task forms like Problem.

Answer

By mapping Data Lookup definitions between rm_defects and problem tables

Answer

By editing the core cmdb_ci relationship formatter

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By changing the base table of the problem table to rm_defect

Question 2

Which state indicates that a Problem has completed root cause analysis and investigation, and a fix is currently being implemented via Change Management?

Accepted Answer

Fix In Progress. The 'Fix In Progress' state indicates that investigation is done and the corrective action (such as an RFC) is being executed.

Answer

Closed

Answer

Root Cause Analysis

Answer

Assess

Question 3

A user with the 'itil' role tries to view a Problem record but receives an error stating 'Record not found' or is blocked by an ACL. What is the most likely cause?

Accepted Answer

The user lacks the 'problem' role required to read or write Problem records. If an ITIL user cannot see a problem, they may lack the 'problem' role, or a restrictive ACL is blocking access based on assignment group or domain separation.

Answer

The problem record was archived into an update set

Answer

The Incident Management plugin is inactive

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The user's browser cache needs to be cleared

Question 4

An organization requires that when a Problem goes to 'Resolved', all related active incidents must be updated with the workaround text and moved to 'Awaiting User Info' state. How should this be configured for optimal performance?

Accepted Answer

A Script Include combined with a Problem Business Rule to batch-update related incidents. A Script Include called from a Business Rule or Flow Designer action can efficiently query and batch-update related incidents without looping inefficiently in client-side scripts.

Answer

An Access Control List script with update capabilities

Answer

A Dictionary Client Script on the Incident table

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A Client Script running on the Problem form with synchronous GlideRecord loops

Question 5

What is the primary objective of reactive Problem Management?

Accepted Answer

To identify and eliminate the underlying causes of incidents that have already occurred. Reactive problem management is triggered in response to one or more incidents to find and eliminate the underlying root cause.

Answer

To build the initial Configuration Management Database (CMDB)

Answer

To review change request risk before deployment

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To handle password reset requests from end users

Question 6

An administrator is tasked with ensuring that Problem records cannot be deleted by anyone except users with the 'admin' role. Where should this security rule be configured?

Accepted Answer

A delete Access Control List (ACL) on the Problem table. Table-level delete ACLs (delete operation on problem table) restrict deletion permissions.

Answer

A Before Delete Business Rule on the Task table

Answer

Problem Administration Properties

Answer

Dictionary Overrides for the sys_id field

Question 7

A company has a requirement that when a Problem is created from an incident, all attachments on the incident must be automatically copied over to the new Problem record. Which ServiceNow feature facilitates attachment copying between related tasks?

Accepted Answer

Sys_attachment glide utility methods triggered via Business Rule or script. ServiceNow includes baseline business rules or script utilities (such as 'copyAttachments') that handle copying attachments between records when linked.

Answer

Knowledge Base attachment synchronization rules

Answer

UI Policy attachment actions

Answer

Data Lookup definitions for binary streams

Question 8

What is the definition of a 'Known Error' in ITIL and ServiceNow Problem Management?

Accepted Answer

A problem that has a documented root cause and a temporary workaround, but no permanent fix yet. A known error is a problem that has a documented root cause and a temporary workaround, but for which a permanent fix is not yet implemented.

Answer

A software bug that has been successfully patched and deployed to production

Answer

An expired knowledge base article

Answer

An incident that has been rejected by the service desk three times

Question 9

An analyst wants to search for problems that mention a specific error code in their description or workaround notes. Which ServiceNow search feature indexes and searches across all Problem records efficiently?

Accepted Answer

Global Text Search (Zing / AI Search). Global Text Search (AI Search or legacy Zing text search) indexes problem records for quick keyword retrieval.

Answer

Database Views builder

Answer

Metric Definition report generator

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Data Archiving search query tool

Question 10

A company integrates Problem Management with an external bug tracker. When a Problem state changes in ServiceNow, an outbound REST message must be sent asynchronously. Which ServiceNow feature should trigger this outbound REST call?

Accepted Answer

An asynchronous Business Rule or Flow Designer action invoking a REST message. Outbound REST messages triggered from Business Rules or Message/REST integration steps in Flow Designer handle asynchronous external system communications.

Answer

A UI Policy with an inbound webhook script

Answer

A Dictionary Override on the REST endpoint field

Answer

A synchronous Client Script using XMLHttpRequest

Question 11

Which related list on a Problem form displays incidents that have been associated with that specific problem?

Accepted Answer

Child Incidents. The 'Child Incidents' related list shows incidents linked to the problem record.

Answer

Problem Tasks

Answer

Outages

Answer

Knowledge Articles

Question 12

What is the purpose of the 'Outages' related list on a Problem record?

Accepted Answer

To record periods of service unavailability associated with the problem's impact. The Outages related list records downtime intervals associated with the problem or its affected configuration items.

Answer

To schedule future maintenance windows

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To log network printer connection drops

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To track employee vacation schedules

Question 13

An organization wants to restrict problem creation so that only users assigned to the 'Problem Management' group can create new problem records. How should this be implemented?

Accepted Answer

A create Access Control List (ACL) on the Problem table checking group membership. Create ACLs on the problem table for the 'create' operation that verifies if the user belongs to the Problem Management group.

Answer

A Dictionary entry attribute 'no_create'

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A Client Script hiding the 'New' button for unauthorized users

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A UI Policy enforcing mandatory user groups

Question 14

A custom workflow is designed for High Priority problems. When priority is 1 - Critical, the workflow must spawn a parallel set of problem tasks for Infrastructure, Security, and Database teams simultaneously. Which Flow Designer flow logic component accomplishes parallel execution?

Accepted Answer

Do in Parallel flow logic block. The 'Do in Parallel' flow logic block in Flow Designer allows executing multiple branches concurrently.

Answer

For Each loop logic

Answer

Wait for condition activity

Answer

If / Else condition branches

Question 15

An IT manager wants to ensure that whenever a Problem is resolved, a survey is automatically sent to the caller of each associated active incident. Which ServiceNow feature manages survey triggers upon task resolution?

Accepted Answer

Assessments / Trigger Conditions. Assessments (Survey management) can be configured to trigger when tasks reach specific states like closed or resolved.

Answer

Email Client Template rules

Answer

Data Lookup definitions for surveys

Answer

UI Action Survey buttons