CIS-ITSM Practice Test 10 — 10 Questions

Question 1

An IT administrator wants to ensure that a specific catalog item is only visible to members of the 'Database' group. Where should the administrator configure this restriction?

Accepted Answer

Available For / Not Available related lists. The 'Available For' and 'Not Available For' related lists on the catalog item record control which users, groups, or roles can see and order the item. Adding the 'Database' group to the 'Available For' list restricts visibility to members of that group, which is the standard, supported way to scope catalog item access.

Answer

User Profile form

Answer

Catalog Properties module

Answer

Access Control Lists (ACLs) on sc_cat_item

Question 2

When using the 'On-Hold' state, which sub-field is typically used to explain why the incident is waiting?

Accepted Answer

On-Hold Reason. The 'On-Hold' state in ServiceNow incident management requires a mandatory sub-field called 'On-Hold Reason' to specify why the incident is paused. This field provides a structured, reportable reason (e.g., 'Awaiting Caller', 'Awaiting Change', 'Awaiting Problem') that distinguishes it from free-form notes. It ensures consistency and enables metrics like hold duration by reason. Therefore, C is correct.

Answer

Assignment Group

Answer

Work Notes

Answer

Resolution Code

Question 3

What is the primary benefit of using Variable Sets in the ServiceNow Service Catalog?

Accepted Answer

To create reusable collections of variables that can be shared across multiple catalog items. Variable Sets are reusable containers of variable definitions (questions) that can be attached to multiple catalog items, eliminating the need to recreate identical questions on each item. When a variable set is updated, the change propagates to every catalog item that references it, ensuring consistency across the catalog. This is the core design intent: define once, reuse everywhere.

Answer

To enforce database-level table normalization

Answer

To automatically close requests upon creation

Answer

To replace the need for workflows entirely

Question 4

Which THREE items are included in the Major Incident Workbench?

Accepted Answer

Incident Task list.. The Major Incident Workbench in ServiceNow is designed to give responders a single pane of glass for managing a major incident, and it includes the Incident Task list (B), which shows the child tasks created to resolve the incident and their states. It also includes the Communication history (C), which records all outbound notifications, emails, and updates sent to stakeholders during the incident. The Timeline (E) is likewise part of the workbench, providing a chronological view of key incident events, actions, and updates. System Logs (A) are accessed through system diagnostics/log modules rather than the workbench, and the SLA Definition editor (D) is a separate configuration tool for creating and modifying SLA records, not a component of the Major Incident Workbench.

Answer

System Logs.

Answer

SLA Definition editor.

Question 5

A company has a requirement that when a Problem is created from an incident, all attachments on the incident must be automatically copied over to the new Problem record. Which ServiceNow feature facilitates attachment copying between related tasks?

Accepted Answer

Sys_attachment glide utility methods triggered via Business Rule or script. ServiceNow does not provide a native declarative 'copy attachments' feature for related records; attachment copying must be scripted. The GlideSysAttachment API (e.g., copy() or write()) invoked from a Business Rule on the Incident-to-Problem creation event is the correct approach. This allows the script to read all attachments on the source incident and write them to the newly created problem record.

Answer

Knowledge Base attachment synchronization rules

Answer

UI Policy attachment actions

Answer

Data Lookup definitions for binary streams

Question 6

What is the primary benefit of linking multiple recurring Incidents to a single Problem record?

Accepted Answer

It allows tracking the underlying root cause and enables bulk updates or closure once resolved. Linking multiple recurring incidents to a single problem record allows the organization to track the underlying root cause across all affected incidents and, once the problem is resolved, perform bulk updates or closure on the linked incidents. This consolidation prevents duplicate investigation efforts and ensures all related incidents are addressed when the permanent fix is deployed. It is the core value of the problem-incident relationship in ITIL.

Answer

It converts all linked incidents into emergency change requests

Answer

It bypasses the need for Service Level Agreements on the incidents

Answer

It automatically increases the user satisfaction score (CSAT) for all affected callers

Question 7

A developer needs to retrieve variable values from a requested item (sc_req_item) inside a Server-side Script Include called by a catalog workflow. Which method is the most reliable way to obtain variable values on the sc_req_item record?

Accepted Answer

current.variables.variable_name. On an sc_req_item record, the 'variables' field is a GlideElement that exposes the variable pool as an object, so current.variables.variable_name returns the value of the named variable. This is the documented, supported API for reading catalog variables server-side and works consistently in Script Includes, Business Rules, and workflow scripts. It resolves the variable by its internal name and returns the value with the correct type.

Answer

current.variable_pool[variable_name]

Answer

GlideSystem.getProperty('variable_name')

Answer

gr.getValue('variables')

Question 8

An IT administrator is configuring Service Level Agreements (SLAs) for a critical cloud infrastructure service. The requirement is that the SLA pause condition should trigger whenever a customer is actively providing requested information, but the time elapsed during the pause must be completely excluded from the duration calculation. Which SLA configuration element achieves this behavior in ServiceNow?

Accepted Answer

SLA Definition Pause Condition. The SLA Definition Pause Condition in ServiceNow allows you to specify conditions under which the SLA timer is paused. When the condition is met (e.g., customer is actively providing information), the timer stops, and the elapsed time during the pause is excluded from the SLA duration calculation. This directly achieves the required behavior.

Answer

Retroactive Start calculation override

Answer

SLA Workflow timer extension

Answer

Business Rule intercepting task state changes

Question 9

During Change Conflict Detection, which THREE types of conflicts can the ServiceNow conflict engine automatically identify and report on a change record? (Choose three.)

Accepted Answer

Conflicts where another change targets the exact same Configuration Item (CI) during an overlapping time window.. The ServiceNow change conflict engine automatically detects three conflict types on a change record. Option A is correct because it identifies direct CI conflicts, where another change targets the exact same Configuration Item during an overlapping time window, which is the classic scheduling collision the engine checks via the change CI relations. Option B is correct because the engine also evaluates related CI conflicts, where a change's target CI is related (through CI relationships) to another CI being changed in a conflicting window, catching downstream or dependency impacts. Option E is correct because the engine checks blackout schedules, flagging changes scheduled during a defined Blackout Schedule window as conflicts. Options C and D are not conflict types the engine reports: approval delegation limits and cost center budget thresholds are governance/financial controls handled by approval rules and budget workflows, not by change conflict detection.

Answer

Conflicts where the change request submitter lacks the required approval delegation limits.

Answer

Conflicts where the estimated cost of the change exceeds the assigned cost center budget threshold.

Question 10

An IT organization defines a Service Level Agreement (SLA) for Incident Resolution that must pause its timer whenever an incident moves to the 'Awaiting User Info' state. Where must this pause condition be configured within the SLA definition record?

Accepted Answer

In the SLA Definition form under the 'Pause condition' field. The pause condition for an SLA is configured on the SLA Definition record in the 'Pause condition' field, where you define the condition (e.g., State is 'Awaiting User Info') that halts the SLA timer. This field is evaluated by the SLA engine whenever the task is updated, and the timer resumes when the condition becomes false. It is not configured in workflow properties, dictionary entries, or data lookup rules.

Answer

In the SLA Workflow properties under 'Timer Pause Actions'

Answer

In the Dictionary entry for the Incident 'State' field

Answer

Within the Data Lookup Rules table for SLAs