CIS-CSM Case Management Practice Question
Which role is specifically required to create and manage Major Cases within the CSM application?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
sn_major_inc_mgmt.major_issue_manager
The 'sn_major_inc_mgmt.major_issue_manager' role provides the authority to manage major cases.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
itil
Why it's wrong here
ITIL is for general incident management.
- ✓
sn_major_inc_mgmt.major_issue_manager
Why this is correct
This is the dedicated role for managing major case life cycles.
- ✗
admin
Why it's wrong here
While admin can do it, it is not the specific role assigned for this duty.
- ✗
sn_customerservice.manager
Why it's wrong here
This role manages agents but not specifically major case functions.
About these practice questions
This CIS-CSM question is part of Courseiva's 328-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official ServiceNow exam blueprint
This CIS-CSM practice question is part of Courseiva's free ServiceNow certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CIS-CSM exam.