CIS-ITSM Practice Test 12 — 15 Questions

Question 1

An incident is created via email. The system identifies a matching CI, but the 'Incident State' remains 'New' instead of 'In Progress' despite the assignment group being populated. What is the most likely cause?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

The business rule or email action lacks a script to trigger the 'In Progress' state transition.. The Inbound Email Action logic or Business Rule that evaluates incident state transitions may require a 'State' change explicit in the script or configuration to move from 'New' to 'In Progress'.

Answer

The CI record lacks an 'Assigned To' field.

Answer

The 'Incident State' field does not have an 'In Progress' choice.

Answer

The incident state is read-only for the system user.

Question 2

A user complains that they can see 'Incident' but not 'Problem'. What is the most likely reason?

Accepted Answer

The user lacks the 'problem' role.. Access to modules is controlled by roles. If the user lacks a role associated with the Problem Management application, the module will be hidden.

Answer

The user is not in the correct assignment group.

Answer

The user has the 'itil' role which excludes Problem access.

Answer

The 'Problem' module is deactivated.

Question 3

A Change Manager wants to customize the columns displayed in the CAB Workbench agenda view. Where are these agenda column settings configured?

Accepted Answer

CAB Definition record / CAB Workbench settings. CAB Workbench settings and agenda column configurations are managed within CAB definition or system properties related to CAB Workbench.

Answer

UI Policy on the wm_agenda table

Answer

Report Designer properties

Answer

List Layout of the change_request table

Question 4

What is the primary function of the 'Review' state in the change lifecycle?

Accepted Answer

Conducting Post Implementation Review (PIR) and assessing success. The review state is used to conduct Post Implementation Reviews and close out the change lifecycle.

Answer

Approving standard change proposals

Answer

Running automated risk assessments

Answer

Performing initial conflict detection checks

Question 5

An administrator is configuring conflict detection to include upstream dependent CIs. If CI A depends on CI B, and a change is scheduled on CI B, how does conflict detection evaluate CI A?

Accepted Answer

It flags a conflict on CI A because of its relationship to the changing CI B. Conflict detection checks relationship definitions; if configured to check related CIs, it flags potential impact on upstream/downstream dependents.

Answer

It rejects the change automatically without generating a conflict record

Answer

It ignores CI A unless CI A is also explicitly selected in the change request

Answer

It automatically creates an incident for CI A

Question 6

Which TWO of the following configurations are required to set up and successfully utilize the CAB Workbench for conducting Change Advisory Board meetings? (Choose two.)

Accepted Answer

Configuring a CAB Definition record that specifies the meeting schedule and agenda criteria.. To use the CAB Workbench, administrators must ensure the CAB Workbench plugin is active and configure CAB definitions which dictate meeting series, attendees, and related change selection filters.

Answer

Modifying the sn_cab.workbench role to include ITIL user permissions.

Answer

Enabling automatic email notifications for all change requesters when a CAB meeting agenda is published.

Answer

Defining custom risk assessment questions specifically tied to the CAB Workbench UI layout.

Question 7

Which TWO methods are used to restrict visibility of Incident fields?

Accepted Answer

ACLs. ACLs (Access Control Lists) and UI Policies are the primary mechanisms for controlling field visibility and accessibility.

Answer

Business Rules

Answer

System Dictionary

Answer

Assignment Rules

Question 8

Which TWO of the following are common methods to populate the 'Affected CI' on an incident?

Accepted Answer

Manual selection from the CI list.. The CI can be populated manually or automatically via the 'Caller's' record if a primary CI is linked.

Answer

Incident Business Rules.

Answer

Email Subject parsing.

Answer

System property configuration.

Question 9

Which TWO methods can be used to initiate conflict detection in ServiceNow Change Management? (Choose two.)

Accepted Answer

Manually by clicking a 'Run Conflict' UI action on the change request form. Conflict detection runs automatically via business rules upon insert/update of schedule fields, or can be triggered manually via UI actions.

Answer

By importing knowledge base articles

Answer

By running a daily hardware asset discovery scan

Answer

By submitting an incident ticket via self-service portal

Question 10

A change practitioner is reviewing a Normal Change request and notices the Risk value is set to 'High'. What impact does a 'High' risk value typically have on the out-of-the-box change workflow?

Accepted Answer

It requires additional approvals, such as CAB review, before implementation. Higher risk values typically route the change request through stricter approval requirements, such as requiring CAB authorization.

Answer

It bypasses all conflict detection rules

Answer

It converts the normal change into a standard change automatically

Answer

It automatically cancels the change request

Question 11

If you need to ensure that an incident cannot be resolved unless the 'Work Notes' field is not empty, which method is most effective?

Accepted Answer

Data Policy. A Data Policy can be configured to make fields mandatory on the server side, ensuring compliance even if the UI is bypassed.

Answer

Catalog Client Script

Answer

UI Policy

Answer

Workflow

Question 12

A customized Problem workflow utilizes legacy workflow engine. During testing, a workflow timer activity fails to resume after a server restart. What is the most likely cause related to workflow engine execution?

Accepted Answer

The system scheduler (sys_trigger) or workflow event queue processing encountered an issue. Workflow timers rely on the system scheduler (sys_trigger). If the scheduler is misconfigured or frozen, workflow timers fail to resume.

Answer

The browser cache needs clearing

Answer

The user session expired

Answer

The Problem form layout was modified

Question 13

Which TWO fields are used in the default Incident Priority calculation?

Accepted Answer

Impact. The Priority Matrix is calculated based on the Impact and Urgency of the incident.

Answer

Priority

Answer

Configuration Item

Answer

Assignment Group

Question 14

Which THREE states are part of the baseline ServiceNow Problem lifecycle model? (Choose three.)

Accepted Answer

Assess. Baseline states include New, Assess, Root Cause Analysis, Fix In Progress, Resolved, and Closed.

Answer

Pending Customer Approval

Answer

Archived Live

Question 15

Which TWO of the following are true about 'Incident Tasks'?

Accepted Answer

They allow for granular work tracking.. Incident tasks are independent records that allow for sub-tasks and do not automatically close the parent incident.

Answer

Closing an incident task automatically closes the parent.

Answer

They are automatically assigned to the same user as the parent.

Answer

They can only be created by admins.