CIS-ITSM Incident Management Practice Question
A support agent needs to create a Problem record directly from an existing Incident while preserving the correlation between the two. Which related link or UI action should the agent use on the Incident form?
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
✓
Create Problem
The 'Create Problem' UI action on the Incident form maps relevant incident details to a new problem record and establishes a baseline relationship.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Create Knowledge
Why it's wrong here
This creates a knowledge article candidate from the incident text.
- ✓
Create Problem
Why this is correct
Create Problem is the standard related link that initializes a problem record linked to the incident.
- ✗
Create Change Request
Why it's wrong here
This generates a change request instead of a problem record.
- ✗
Create Major Incident
Why it's wrong here
This elevates the incident to a major incident rather than generating a problem.
About these practice questions
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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-ITSM 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-ITSM exam.