CIS-ITSM Problem Management Practice Question
What is the primary benefit of linking multiple recurring Incidents to a single Problem record?
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
✓
It allows tracking the underlying root cause and enables bulk updates or closure once resolved
Linking incidents to a problem allows efficient tracking of the underlying cause and enables bulk communication or closure once the problem is resolved.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
It allows tracking the underlying root cause and enables bulk updates or closure once resolved
Why this is correct
Single problem root-cause tracking addresses multiple symptom incidents simultaneously.
- ✗
It converts all linked incidents into emergency change requests
Why it's wrong here
Incidents are never converted to change requests through problem linking.
- ✗
It bypasses the need for Service Level Agreements on the incidents
Why it's wrong here
SLAs continue to run on incidents regardless of problem linkage.
- ✗
It automatically increases the user satisfaction score (CSAT) for all affected callers
Why it's wrong here
Linking does not affect CSAT automatically.
Visual reference
About these practice questions
One of 501 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.