CIS-ITSM Incident Management Practice Question
An ITIL user complains they cannot see the 'Major Incident' tab on an incident record. What is the most likely cause?
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
✓
The 'Major Incident Management' plugin is not active.
The visibility of sections and UI components is controlled by View Rules, ACLs, or Form Layout/Sections configurations.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
The user does not have the 'itil' role.
Why it's wrong here
The itil role is necessary for basic incident handling, but specific UI visibility is often role-based.
- ✗
The incident is not in the 'In Progress' state.
Why it's wrong here
The tab should be visible regardless of the state, though its content might vary.
- ✓
The 'Major Incident Management' plugin is not active.
Why this is correct
The Major Incident Management module requires the specific plugin to be activated before UI elements appear.
- ✗
The user needs to be a member of the 'Major Incident Management' group.
Why it's wrong here
Group membership is not required to view the tab itself.
About these practice questions
One of 500 original CIS-ITSM practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. 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-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.