CIS-ITSM Incident Management Practice Question
How can an agent escalate an incident that is currently 'In Progress'?
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
✓
Change the Impact or Urgency
The 'Priority' field is increased by updating the Impact or Urgency fields, which triggers a priority recalculation.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Change the Impact or Urgency
Why this is correct
Changing these inputs forces a re-evaluation of the priority.
- ✗
Change the State
Why it's wrong here
Changing state does not escalate the incident priority.
- ✗
Assign it to a higher level group
Why it's wrong here
Assignment does not change the priority of the ticket.
- ✗
Submit a new incident
Why it's wrong here
Submitting a new incident is redundant and incorrect.
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.