How should I use these Problem Management practice questions?

Read each scenario carefully and choose your answer before revealing the explanation. Then check why your choice was right or wrong. Repeat until the reasoning feels automatic.

Can I practise just Problem Management questions in a focused session?

Yes — use the session launcher on this page to start a 10-, 20-, 30- or 50-question session drawn entirely from the Problem Management domain.

CIS-ITSM · topic practice

Problem Management practice questions

Problem Management on the CIS-ITSM exam covers the ServiceNow Problem record lifecycle, Problem Tasks used to split root cause investigation, state transitions, vendor assignment with inbound email validation, conditional multi-stage approvals, and the roles needed to create, manage, and close Problem records. Questions are scenario-based, asking you to pick the correct ServiceNow feature or configuration.

Courseiva uses original exam-style practice questions designed for learning and revision. The goal is to understand the concepts, recognise exam patterns, and improve through explanations — not memorise copied exam dumps.

Editorial oversight:Johnson Ajibi· MSc IT Security, IEEE Senior Member

20 questionsDomain: Problem Management

Practice 10 questions Browse domain →

What the exam tests

What to know about Problem Management

Be able to configure Problem states, Problem Task gating, vendor inbound email validation, and conditional multi-stage approvals. The single most important thing is knowing which ServiceNow feature and role controls each Problem lifecycle action, especially state transitions and closing authority.

Problem Task states and gating of Problem state transitions such as Fix In Progress

Inbound email action validation of senders against vendor company records

Conditional multi-stage approval routing using Workflow or Flow Designer

Default roles required to create, manage, and close Problem records

Watch out for

Common Problem Management exam traps

▸Assuming any fulfiller can close Problems; the default problem role or assignment is what actually grants create, manage, and close rights.
▸Treating Problem Tasks as optional child records; requirements can block the parent Problem state until all tasks reach Closed Complete or Closed Skipped.
▸Overlooking inbound email sender validation, so vendor replies update tasks without confirming the sender matches the vendor company record.

Practice set

Problem Management questions

20 questions · select your answer, then reveal the explanation

Question 1mediummultiple choice

Read the full Problem Management explanation →

An administrator needs to configure Problem Management properties to automatically close related incidents when a Problem is closed. Where are these global properties accessed?

Trap 1: ITSM Properties > General

ITSM properties do not house module-specific configurations for Problem Management.

Trap 2: Incident Management > Properties

Incident properties only govern incident behavior.

Trap 3: System Properties > Problem

This is not the standard application menu path for Problem properties.

Study all Problem Management common traps →

A
ITSM Properties > General
Why it fails: ITSM properties do not house module-specific configurations for Problem Management.
B
Problem Administration > Properties
Problem Administration > Properties contains all baseline configurable settings for the Problem Management plugin.
C
Incident Management > Properties
Why it fails: Incident properties only govern incident behavior.
D
System Properties > Problem
Why it fails: This is not the standard application menu path for Problem properties.

Problem Management practice questions

What to know about Problem Management

Common Problem Management exam traps

Problem Management questions

An administrator needs to configure Problem Management properties to automatically close related incidents when a Problem is closed. Where are these global properties accessed?

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?

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?

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?

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?

A security requirement states that when a Problem record is marked with a Priority of 'Critical', only members of the assigned Problem group can view the record, overriding standard department-based ACLs. How should this be implemented?

An organization wants to categorize problems using a hierarchical tree structure (e.g., Hardware > Server > Memory). Which feature should an administrator configure to support dependent category dropdowns on the Problem form?

An organization wants to enable the 'Create Problem' button on incident forms only when the Incident Category is set to 'Network'. Where should this condition be evaluated?

An administrator needs to modify the default list layout for the Problem module so that all users see the 'Known Error' column by default. Where should this be configured?

An ITIL process owner wants to ensure that when a Problem record is set to 'Resolved', the 'Root cause' field is mandatory. Which out-of-the-box or configurable feature should be verified or adjusted?

A user with the 'itil' role tries to view a Problem record but receives an error stating 'Record not found' or is blocked by an ACL. What is the most likely cause?

An ITIL process architect wants to ensure that all Problem records include a mandatory 'Category' and 'Subcategory'. Where can this be enforced without writing custom validation scripts?

Which TWO fields are standard baseline fields on a Problem record in ServiceNow? (Choose two.)

Which TWO roles are commonly associated with viewing or managing Problem records in ServiceNow? (Choose two.)

Which THREE states are part of the baseline ServiceNow Problem lifecycle model? (Choose three.)

An administrator is troubleshooting why related incidents are not receiving workaround updates when a Problem is resolved. Which THREE areas should the administrator inspect? (Choose three.)

Which THREE attributes or details are typically documented during the investigation phase of a Problem? (Choose three.)

Which TWO methods are commonly used by end-users or support staff to find existing Known Error Articles in ServiceNow? (Choose two.)

Which THREE configuration steps are typically required when setting up a new Problem Task definition or type? (Choose three.)

An administrator is configuring Data Archiving rules for closed Problem records. Which TWO criteria or settings must be defined in an archiving rule? (Choose two.)

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Frequently asked questions

Track your progress

Study resources

Exam traps to avoid