CIS-ITSM Practice Test 12 — 15 Questions

Question 1

When configuring a Standard Change catalog, which table stores the actual Standard Change proposals before they are approved and published?

Accepted Answer

std_change_proposal. The std_change_proposal table is the dedicated staging table where Standard Change proposals are created, reviewed, and stored before approval. Once a proposal is approved and published, it generates a std_change_record_producer record that produces actual change_request records. This separation allows governance over which standard changes are permitted before they become available in the catalog.

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kb_knowledge

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std_change_record_producer

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change_request

Question 2

An organization requires that certain catalog items require approval from the ordering user's cost center manager rather than their direct supervisor. How can this custom approval routing be implemented in a workflow?

Accepted Answer

Using an Approval - User activity in the workflow configured with a script that dots-walks from the user's cost center to the manager. Using an Approval - User activity in the workflow with a script that dots-walks from the user's cost center to the manager allows dynamic approval routing based on the cost center, making option D correct.

Answer

Using Catalog UI Policies to force approval fields

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Setting the system property 'glide.sc.approval.cost_center'

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By modifying the base system 'approvals' business rule

Question 3

An organization wants to require a 'Resolution Code' when closing an incident. What is the standard configuration?

Accepted Answer

Use a UI Policy to make the field mandatory when State is Resolved.. The standard, declarative way to make a field mandatory based on another field's value in ServiceNow is a UI Policy. A UI Policy with the condition 'State is Resolved' and the action 'Set Resolution Code to Mandatory' enforces the requirement at the form level without custom code. This is the recommended configuration because it is maintainable and visible in the platform's configuration records.

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Modify the Dictionary Entry.

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Use an Access Control List (ACL).

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Use an OnSubmit Client Script.

Question 4

An administrator is configuring SLA Definitions for Incident Management. They need the SLA timer to pause whenever an incident is placed in the 'Awaiting Vendor' state. How should this be configured?

Accepted Answer

Set the Pause condition to State is Awaiting Vendor.. In ServiceNow SLA Definitions, the Pause condition is the field that determines when an SLA timer stops counting. Setting the Pause condition to 'State is Awaiting Vendor' makes the timer pause as soon as the incident enters that state and resume when it leaves. This is the native, supported configuration and does not require custom scripting.

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Modify the Incident workflow to suspend timers.

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Set the Stop condition to State is Awaiting Vendor.

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Create a Business Rule to pause task_sla records.

Question 5

When using 'Incident Communication Plans', what happens when a major incident is updated?

Accepted Answer

Notifications are sent to defined stakeholders.. Incident Communication Plans in ServiceNow are designed to automate stakeholder notifications based on incident state changes or updates. When a major incident is updated, the plan triggers and sends notifications to the predefined stakeholders (e.g., affected users, management, support teams) according to the configured communication channels and templates. This ensures timely and consistent information dissemination during critical events.

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The incident priority is automatically increased.

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All child incidents are immediately resolved.

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The incident is automatically assigned to the Major Incident Manager.

Question 6

Which TWO fields on a Change Request form help determine whether a schedule conflict exists? (Choose two.)

Accepted Answer

Planned end date. The Planned start date (D) and Planned end date (A) are the two fields that define the time window during which a change will be implemented, so comparing these dates against other changes' windows is exactly how a schedule conflict (overlapping maintenance windows) is detected. If another approved change's planned start/end overlaps with these dates, a conflict exists; without both boundaries you cannot determine overlap. Assignment group (B) only identifies who will perform the work and does not convey timing. Category (C) classifies the type of change (e.g., hardware, software) and has no temporal information. Short description (E) is a free-text summary of the change and does not provide structured scheduling data.

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Assignment group

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Category

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Short description

Question 7

What is the correct order of operations when an incident meets criteria for both a standard SLA and an SLA pause condition?

Accepted Answer

Conditions are evaluated based on defined order. When an incident qualifies for multiple SLAs, ServiceNow evaluates SLA definitions in a defined order (typically the order field on the SLA definition, or the order in which they are processed). Pause conditions are evaluated as part of the SLA lifecycle, but the overall processing follows the configured order rather than a fixed rule like 'pause always wins'.

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The latest SLA created always takes priority

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Only one SLA can be active at a time

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Pause conditions take precedence over start conditions

Question 8

Which THREE of the following statements are true regarding Identification and Reconciliation Engine (IRE) processing? (Choose three.)

Accepted Answer

IRE processing can be invoked via script using the CMDBEngine API or JSON payloads.. Option C is correct because IRE processing can be triggered programmatically through the CMDBEngine API (e.g., sn_cmdb.IRE or CMDBEngine) or by submitting JSON payloads to the IRE endpoint, allowing integrations and scripts to run identification and reconciliation on demand. Option D is correct because one of IRE's core purposes is de-duplication: it identifies incoming records against existing CIs using identifiers and reconciliation rules so that multiple data sources reporting the same physical item update one CI rather than creating duplicates. Option E is correct because reconciliation rules (and the related data source precedence/authoritative source configuration) define which data source is allowed to update which CI attributes, resolving conflicts when sources disagree. Option A is not correct because IRE matches on identifiers such as serial number, name, MAC address, and other identifier entries, not solely on sys_id; sys_id is a unique record key, not a matching attribute. Option B is not correct because IRE does not automatically delete CIs based on a 30-day inactivity threshold; CI lifecycle and retirement are handled by separate CMDB data management/health policies, not by IRE processing itself.

Answer

IRE relies solely on the sys_id attribute to match and update existing Configuration Items.

Answer

IRE automatically deletes any CI that has not been updated within 30 days.

Question 9

What is the purpose of the 'Configuration Item' (CI) field on the Incident form?

Accepted Answer

To identify the affected asset. The Configuration Item (CI) field on the Incident form identifies the specific asset, service, or infrastructure element affected by the incident, linking the incident to the CMDB. This linkage enables impact analysis, SLA targeting based on the CI's criticality, and root-cause correlation across incidents affecting the same CI. It is not used for reporter identity, SLA grouping, or resolution notes.

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To list the incident reporter

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To define the SLA group

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To store the resolution notes

Question 10

What is the primary role of the 'Configuration Item' (CI) field on a Problem record?

Accepted Answer

To identify the specific hardware, software, or service suspected of causing the failure. The CI field on a Problem record identifies the specific configuration item (hardware, software, or service) that is suspected of causing the failure. This helps in root cause analysis and linking the problem to the affected infrastructure.

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To schedule an automatic reboot of the CI upon problem creation

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To automatically assign the problem to the vendor who manufactured the hardware

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To lock the CI from being modified while investigations are ongoing

Question 11

Where can a change manager view a graphical representation of planned changes, maintenance windows, and blackouts to identify potential scheduling conflicts?

Accepted Answer

Change Schedule calendar workspace. The Change Schedule calendar workspace in ServiceNow provides a visual timeline view of planned changes, maintenance windows, and blackout periods, enabling change managers to spot scheduling conflicts at a glance. It aggregates change requests and their associated schedules into a single graphical interface, highlighting overlaps and potential collisions. This is the designated tool for proactive conflict identification in the change management process.

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CMDB Health Dashboard

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Service Portfolio Management dashboard

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CAB Workbench

Question 12

What is the primary purpose of an Emergency Change?

Accepted Answer

To address an urgent business or technical disruption requiring immediate remediation. An Emergency Change exists to remediate an urgent business or technical disruption — for example, a critical outage, security breach, or service-down situation — where normal change lead times are unacceptable. It follows an expedited approval path (often a smaller Emergency CAB) so remediation can begin immediately while still retaining some governance. The key is that it addresses disruption, not routine work or procurement.

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To request new hardware purchases through procurement

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To handle routine software upgrades with zero planning

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To test experimental code in a development environment

Question 13

Which TWO of the following are recommended best practices when configuring identification rules in the CMDB? (Choose two.)

Accepted Answer

Use attributes that uniquely and reliably identify the CI, such as serial numbers or MAC addresses.. Option B is correct because effective identification rules must rely on attributes that uniquely and reliably distinguish a CI, such as serial numbers or MAC addresses, so that incoming payloads match the right existing record instead of creating duplicates. Option E is correct because identification rules should always be validated in a sub-production instance first; this lets you confirm that payloads reconcile to the intended CIs and catch unintended inserts or merges before they corrupt production CMDB data. Option A is not recommended because identification rules should be defined on the appropriate class (or the class hierarchy where they apply), not indiscriminately on the global cmdb table for all custom classes, which can cause incorrect matching across unrelated CI types. Option C is wrong because disabling all out-of-the-box identification rules does not improve processing speed in a recommended way and would break standard CI class reconciliation. Option D is wrong because volatile attributes like IP addresses change frequently and must not be the sole criteria, since that would cause unstable or duplicate CI identification.

Answer

Create identification rules directly on the global cmdb table for all custom classes.

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Disable all out-of-the-box identification rules to improve payload processing speed.

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Include volatile attributes like IP addresses as the sole criteria in identification rules.

Question 14

If an organization wants to prevent an Incident from being closed unless certain fields are populated, which feature should be used?

Accepted Answer

Data Policy. Data Policies in ServiceNow enforce mandatory field requirements at the database level regardless of how a record is saved (UI, import, script, or API). They are the correct feature to prevent an Incident from being closed unless specified fields are populated, because they apply consistently across all entry points.

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Client Script

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Assignment Rule

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System Property

Question 15

Which THREE actions can be performed when utilizing the incident-to-problem workflow in ITSM? (Choose three.)

Accepted Answer

Associate multiple active incidents to a single Problem record.. Option A is correct because the incident-to-problem workflow is designed to link many active incidents that share a common root cause to one Problem record, enabling consolidated root cause analysis. Option C is correct because once a workaround is documented on the Problem record, it can be propagated to all associated Incidents so affected users receive the interim fix. Option E is correct because the workflow allows an agent to create a new Problem record directly from an Incident form, establishing the parent-child relationship without leaving the incident context. Option B is not part of the workflow; converting an incident table class into a problem table class via schema map manipulation is a database schema change, not an ITSM process action. Option D is not part of the workflow; automatically generating a hardware purchase order from a problem investigation is a procurement activity outside the incident-to-problem process.

Answer

Convert the incident table class directly into a problem table class via schema map manipulation.

Answer

Automatically generate a hardware purchase order from the problem investigation.