CIS-ITSM Incident Management Practice Question
Which THREE factors influence the Priority calculation in the default ITSM Incident Management?
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
✓
Priority Lookup Rules
Priority is a matrix determined by Impact (the scope) and Urgency (the user's need), and the Priority lookup rules defined in the system.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Priority Lookup Rules
Why this is correct
The lookup rules define the result of the impact/urgency combination.
- ✓
Impact
Why this is correct
Impact is one of the two inputs to the priority matrix.
- ✗
Resolution Time
Why it's wrong here
Resolution time is the result of priority, not an input.
- ✗
Assignment Group
Why it's wrong here
The group does not determine the priority score.
- ✓
Urgency
Why this is correct
Urgency is the second of the two inputs to the priority matrix.
About these practice questions
Courseiva writes every CIS-ITSM question from scratch — 500 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. 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.