CIS-ITSM Problem Management Practice Test 5 — 15 Questions

Question 1

When configuring Problem Management properties (Problem Administration > Properties), which TWO behaviors can typically be controlled or enabled? (Choose two.)

Accepted Answer

Require root cause to be filled in before closing or resolving a problem. Problem properties allow controlling behavior such as mandatory fields on resolve, closure rules, and whether workarounds automatically propagate to incidents.

Answer

Automatically provision AWS cloud infrastructure upon problem creation

Answer

Configure bi-weekly payroll deduction rates

Answer

Force all end users to reset their Active Directory passwords

Question 2

Which TWO roles are commonly associated with viewing or managing Problem records in ServiceNow? (Choose two.)

Accepted Answer

problem. The 'problem' role and the 'itil' (with caveats) or 'problem_admin' roles are key roles in Problem Management.

Answer

shipment_receiver

Answer

hotel_booking_user

Answer

financial_analyst

Question 3

Which THREE states are part of the baseline ServiceNow Problem lifecycle model? (Choose three.)

Accepted Answer

Assess. Baseline states include New, Assess, Root Cause Analysis, Fix In Progress, Resolved, and Closed.

Answer

Pending Customer Approval

Answer

Archived Live

Question 4

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. Troubleshooting workaround propagation involves checking Problem properties, Business Rules responsible for propagating workarounds, and whether incidents are actually in an active/related state.

Answer

The Employee Center portal theme configuration

Answer

The hardware asset barcode scanner plugin

Question 5

Which TWO methods can be used to navigate to Problem Management modules in the ServiceNow application navigator? (Choose two.)

Accepted Answer

Navigating via Problem > Open or Problem Administration > Properties. Users can use the application navigator filter to search for 'Problem' or browse under the ITSM application menu structure.

Answer

Clicking on System Security > Certificates

Answer

Accessing Facilities > Work Orders

Answer

Opening the Incident menu and selecting 'Payroll Runs'

Question 6

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

Accepted Answer

Root cause summary. During investigation, analysts document root cause summaries, workarounds, affected CIs, and related problem tasks.

Answer

Company stock ticker symbols

Answer

Employee cafeteria lunch menus

Question 7

An enterprise is auditing its ServiceNow instance for ITIL compliance in Problem Management. Which TWO core metrics or practices are typically evaluated to measure Problem Management effectiveness? (Choose two.)

Accepted Answer

Reduction in recurring incidents linked to known problems. Effectiveness is measured by metrics like incident recurrence reduction, percentage of problems with known error articles, and mean time to resolve/investigate problems.

Answer

Total number of printer toner cartridges ordered annually

Answer

Average employee commute distance

Answer

Frequency of firewall firmware updates

Question 8

Which TWO types of records can be directly linked to a Problem record in standard ServiceNow ITSM? (Choose two.)

Accepted Answer

Incident. Incidents, Change Requests, and Problem Tasks can be linked directly to a Problem record.

Answer

Bank Account

Answer

Airplane Flight Plan

Answer

Real Estate Deed

Question 9

Which THREE fields on a Problem record are typically editable when the problem is in the 'Assess' state, prior to root cause analysis? (Choose three.)

Accepted Answer

Short description. In early states like New and Assess, fields like Short Description, Description, Assignment Group, Priority, and Configuration Item are fully editable.

Answer

Sys_created_on timestamp

Answer

System sys_id (read-only system identifier)

Question 10

An administrator is configuring UI Policies on the Problem table to streamline user entry. Which TWO properties or configurations can a UI Policy modify on form fields without scripting? (Choose two.)

Accepted Answer

Visible state (showing or hiding fields/sections). UI Policies can dynamically set fields to Mandatory, Visible, or Read-only based on conditions.

Answer

Instance IP address binding

Answer

Java runtime memory allocation

Answer

Underlying database table schema definition

Question 11

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. Users can search via Global Search, Knowledge portals, or the Known Errors module.

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 12

Which THREE entities can be associated as 'Affected CIs' or related configuration items in ServiceNow ITSM problem handling? (Choose three.)

Accepted Answer

Hardware server. CIs can include hardware servers, software applications, and business services.

Answer

Personal grocery shopping list

Answer

Fictional movie character profile

Question 13

An administrator is designing a custom Flow Designer action to process Problem records. Which TWO types of inputs can be configured for a custom Flow Designer action? (Choose two.)

Accepted Answer

Record (referencing a specific table like Problem [problem]). Custom actions in Flow Designer accept various data types including records (GlideRecord references), strings, integers, booleans, and dates.

Answer

Live video streaming feed codec

Answer

Analog radio frequency wave capture

Answer

Direct physical server motherboard circuit diagram binary

Question 14

Which TWO benefits are gained by linking related Incidents to a Problem record? (Choose two.)

Accepted Answer

Ability to send bulk communications to all affected incident callers when a workaround is found. Linking incidents helps track the scope of impact and allows bulk updating/closure when the problem is resolved.

Answer

Immediate deletion of all server hard drives

Answer

Automatic conversion of incidents into physical paper mail

Answer

Automatic promotion of all end users to IT administrators

Question 15

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. Setting up task types involves defining dictionary entries, configuring form layouts, and assigning appropriate user roles or ACLs.

Answer

Modifying physical data center HVAC cooling speeds

Answer

Rewriting the core database kernel in C++