CIS-ITSM Incident Management Practice Question
Which TWO options represent valid ways an end user (caller) can check the status of their submitted incident? (Choose two.)
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
✓
Automated email notifications triggered by lifecycle state changes
End users can check incident status via the Service Portal or via automated email notifications.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Accessing the core UI Incident list view
Why it's wrong here
End users lack the itil role required to access core ITSM list views.
- ✗
System Administrator impersonation
Why it's wrong here
Impersonation is an administrative tool, not an end-user status checking method.
- ✗
Direct database query via ODBC client
Why it's wrong here
End users do not have ODBC database access.
- ✓
Automated email notifications triggered by lifecycle state changes
Why this is correct
Notifications keep users informed of status changes on their incidents.
- ✓
Service Portal ('My Requests' or 'My Tickets' widget)
Why this is correct
Users track their open incidents through the Service Portal interface.
About these practice questions
This CIS-ITSM question is part of Courseiva's 500-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam 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.