CIS-ITSM Problem Management Practice Question
Which user role is required by default to create, manage, and close Problem records in ServiceNow?
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
✓
problem
The 'problem' role is required to manage and work on problem records out-of-the-box.
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_manager
Why it's wrong here
This role is specific to Change Management.
- ✗
itil
Why it's wrong here
The itil role grants basic access to incidents and changes, but problem management specifically utilizes the problem role.
- ✓
problem
Why this is correct
The problem role is the baseline role required for Problem Management activities.
- ✗
major_incident_manager
Why it's wrong here
This role is specific to Major Incident Management.
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.