20+ practice questions focused on Problem Management — one of the most tested topics on the ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) (CIS-ITSM) exam. Each question includes a detailed explanation so you learn why the right answer is correct.
Start Problem Management PracticeAn administrator needs to configure Problem Management properties to automatically close related incidents when a Problem is closed. Where are these global properties accessed?
Explanation: The global properties for Problem Management, including those that control automatic closure of related incidents when a Problem is closed, are accessed via 'Problem Administration > Properties'. This module provides a centralized location for configuring Problem Management behavior.
During root cause analysis, a problem analyst identifies that a third-party application component is failing. The analyst wants to link an existing RFC (Request for Change) to the Problem record to track the remediation. How is this relationship established in ServiceNow?
Explanation: In ServiceNow Problem Management, the relationship between a Problem and a Change Request is established through the 'Change requests' related list (or the 'Caused by change' field when the change caused the problem). Adding the RFC to that related list creates the many-to-many link via the task_rel_change or problem_change relationship table, allowing the analyst to track remediation progress directly from the Problem record. This is the supported, out-of-the-box way to associate the two records.
An enterprise wants to ensure that when a Problem reaches the 'Resolved' state, any workaround discovered is automatically pushed to all active related Incidents. What is the recommended baseline feature to support this workflow?
Explanation: The baseline feature to push a workaround from a resolved Problem to related active Incidents is the 'Communicate Workaround' UI Action, which is backed by Business Rule logic. This UI Action appears on the Problem form when a workaround is added, and it triggers a business rule that updates all related active incidents with the workaround information. This is the recommended out-of-the-box approach.
An organization requires that when a Problem record moves to the 'Root Cause Analysis' state, the 'Work notes' field must become mandatory. Which ServiceNow feature should an administrator configure to achieve this without writing custom client scripts?
Explanation: A UI Policy is the correct ServiceNow feature to make a field mandatory based on another field's value or the record's state, without writing client scripts. UI Policies run on the client side (and can be configured to run on the server) and can set fields to mandatory, read-only, or visible when conditions are met — exactly what's needed to make 'Work notes' mandatory when the Problem state is 'Root Cause Analysis'.
An administrator wants to customize the mandatory fields required when closing a Problem record. Where should this requirement be configured to maintain best-practice upgradeability?
Explanation: Problem Administration > Properties is the best-practice location for configuring mandatory fields on Problem closure because it uses system properties rather than customizing base system records. This approach preserves upgradeability by keeping customizations out of the core Task table and UI actions.
+15 more Problem Management questions available
Practice all Problem Management questions1. Baseline your knowledge
Start with 10 questions to gauge your current understanding of Problem Management. This tells you whether you need a concept refresher or just practice.
2. Review every explanation
For each question — right or wrong — read the full explanation. Understanding why an answer is correct is more valuable than knowing the answer itself.
3. Focus on exam traps
Problem Management questions on the CIS-ITSM frequently use trap wording. Look for subtle differences in answers that test your precision, not just general knowledge.
4. Reach 80% consistently
Do repeated sessions until you score 80%+ three times in a row. Then move to mixed-mode practice to test cross-topic recall under realistic conditions.
The exact number varies per candidate. Problem Management is tested as part of the ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) (CIS-ITSM) blueprint. Practicing with targeted Problem Management questions ensures you can handle any format or difficulty that appears.
Yes. Courseiva provides free CIS-ITSM practice questions across all exam topics and domains. The platform includes topic-based practice, mock exams, missed-question review, bookmarked questions, and readiness tracking — no account required.
Difficulty is subjective, but Problem Management is a high-priority exam concept tested in multiple ways — direct recall, scenario analysis, and command-output interpretation. Consistent practice is the best way to build confidence.
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