CIS-ITSM Practice Test 13 — 15 Questions

Question 1

When configuring CAB meeting definitions, how can an administrator ensure that only High-risk changes are automatically pulled into the meeting agenda?

Accepted Answer

By defining filter conditions on the CAB definition record. CAB definitions in ServiceNow contain a filter condition field that determines which change records are automatically added to that CAB's meeting agenda. By defining filter conditions (e.g., Risk = High) on the CAB definition record, only changes matching those criteria are pulled into the agenda. This is the native, supported mechanism for scoping CAB meetings to specific change populations.

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By modifying the Risk Assessment questionnaire

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By setting a system property for global CAB filters

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By writing an inbound email action

Question 2

When configuring Assignment Rules for incidents, what occurs if multiple assignment rules match the criteria of an incoming or updated incident record?

Accepted Answer

The rule with the lowest Order value executes first, and evaluation stops.. ServiceNow evaluates assignment rules in ascending Order value; the first matching rule (lowest Order) executes and evaluation stops, so only one assignment rule applies per incident. This deterministic behavior prevents conflicting assignments and ensures a predictable ownership outcome. Higher Order values act as fallbacks only when lower-Order rules do not match.

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The rule with the highest Order value takes precedence.

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All matching assignment rules execute sequentially, overwriting the assignment group.

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An error is logged indicating conflicting assignment parameters.

Question 3

If you perform a 'Mass Update' on multiple Change Requests, which feature ensures that risk assessments are recalculated for every record?

Accepted Answer

Business Rule. When performing a Mass Update on multiple Change Requests, a Business Rule ensures that risk assessments are recalculated for every record. Business Rules run on the server for each record during the mass update, allowing the system to recalculate risk based on the updated data. This is the standard mechanism for enforcing logic across multiple records.

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Scheduled Job

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Flow Designer

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UI Policy

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Client Script

Question 4

Which field on the Incident form is calculated automatically based on the 'Impact' and 'Urgency' fields using the Priority Lookup Rules?

Accepted Answer

Priority. On the Incident form in ServiceNow, the Priority field is automatically calculated based on the Impact and Urgency fields using Priority Lookup Rules. These rules map combinations of Impact and Urgency to a specific Priority value (e.g., Impact=1 and Urgency=1 yields Priority=1).

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Impact

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SLA

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Severity

Question 5

What is the 'Service Desk' group's primary role in Incident Management?

Accepted Answer

Single Point of Contact for end users. The Service Desk is defined in ITIL as the Single Point of Contact (SPOC) between the IT organization and users, handling all incident reports, service requests, and communications. Its primary role in Incident Management is to log, categorize, prioritize, and route incidents, and to keep users informed — not to own SLAs or fix every issue itself.

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Managing service level agreements

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Developing new applications

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Fixing all hardware issues

Question 6

An organization notices that manual updates made by technicians to the 'Assigned to' field on server CIs are frequently being overwritten by automated nightly imports. What is the best way to prevent this without disabling the import entirely?

Accepted Answer

Configure a Reconciliation Rule giving priority to the 'UI / Manual' data source over the import data source for the 'Assigned to' attribute.. Configuring a Reconciliation Rule that gives priority to the 'UI / Manual' data source over the import data source for the 'Assigned to' attribute ensures that manual updates are not overwritten by automated imports. This rule allows the import to update other fields while preserving the manually assigned value.

Answer

Modify the transform map to ignore the 'Assigned to' field during every import.

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Write a Business Rule on the cmdb_ci table to abort updates to 'Assigned to'.

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Lock the 'Assigned to' field dictionary attribute.

Question 7

When a Major Incident is created, a 'Major Incident Workbench' is available. What is its primary function?

Accepted Answer

Providing a central dashboard for communication and status.. The Major Incident Workbench is a centralized dashboard in ServiceNow that aggregates all major incidents, their status, affected services, communication logs, and task assignments in one view. Its primary function is to give major incident managers a single pane of glass for communication and status tracking across the incident lifecycle.

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Automating incident resolution.

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Configuring SLA definitions.

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Managing assignment rules.

Question 8

A service desk manager reports that priority is not updating automatically when Impact and Urgency are changed on an incident form. Where is the mapping between Impact, Urgency, and Priority configured?

Accepted Answer

Priority Lookup Rules. The mapping between Impact, Urgency, and Priority on incident records is defined in Priority Lookup Rules (sys_priority_lookup table). These rules specify which priority value is assigned for each combination of Impact and Urgency, and they are evaluated by a business rule that runs when either field changes. Without a matching Priority Lookup Rule, the priority field will not auto-update.

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Data Policies

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UI Policies

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Assignment Rules

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Service Level Agreements (SLAs)

Question 9

When migrating incidents from a legacy system, you need to ensure that the SLA duration is calculated based on the Business Calendar. Where is this configured?

Accepted Answer

SLA Definition record.. In ServiceNow, SLA duration calculations (including business calendar, schedule, and time zone) are configured on the SLA Definition record. The SLA Definition specifies the schedule (e.g., 8x5 business calendar) that determines when the SLA clock runs, so this is where business calendar-based duration is set.

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Incident Properties.

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Workflow Activity.

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Incident Business Rule.

Question 10

Which TWO are common types of changes in ServiceNow?

Accepted Answer

Emergency. In ServiceNow Change Management, the standard change types are Normal, Standard, and Emergency, so option D (Normal) is correct because it represents the default change type used for changes that require assessment, authorization, and approval through the full change lifecycle. Option C (Emergency) is also correct because it is a recognized change type used for changes that must be implemented immediately, typically to restore service or address a critical issue, and it often bypasses parts of the normal approval process. Options A (Risk-based), B (Scheduled), and E (Routine) are not ServiceNow change types; while risk and scheduling are attributes or characteristics of changes, and 'routine' is not a defined type, they are not among the standard change type values in ServiceNow.

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Risk-based

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Scheduled

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Routine

Question 11

An administrator needs to apply a set of UI policies across multiple catalog items without recreating them for each item. Which feature should be utilized?

Accepted Answer

Catalog UI Policy associated with a Variable Set. Catalog UI Policies can be attached to a Variable Set, and that Variable Set can then be included in multiple catalog items. This means the UI policy logic is defined once and inherited by every catalog item that uses the Variable Set, avoiding the need to recreate the policies per item. This is the standard ServiceNow pattern for reusing catalog UI policies across many items.

Answer

Order Guide UI Policy Mapping

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Catalog Data Policy Global Template

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Global Catalog Client Script Collection

Question 12

An administrator needs to restrict a catalog item so that it can only be ordered by managers. Which feature should be used to define this audience criteria?

Accepted Answer

User Criteria. User Criteria is the ServiceNow feature specifically designed to define who can view or order a catalog item based on user attributes, roles, groups, departments, or companies. It is applied directly on the Catalog Item record via the 'Available For' or 'Not Available For' related lists, making it the correct mechanism to restrict ordering to managers.

Answer

Access Control List (ACL)

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Workflow Approval Rule

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Dictionary Privilege

Question 13

An organization requires that when a Problem goes to 'Resolved', all related active incidents must be updated with the workaround text and moved to 'Awaiting User Info' state. How should this be configured for optimal performance?

Accepted Answer

A Script Include combined with a Problem Business Rule to batch-update related incidents. A Script Include combined with a Problem Business Rule is the correct approach because Business Rules execute server-side on the Problem table when the state changes to 'Resolved'. The Script Include encapsulates the batch update logic (using GlideRecord or GlideMultipleUpdate) to efficiently update all related active incidents, setting the workaround field and changing state to 'Awaiting User Info'. This server-side approach ensures data integrity and optimal performance by avoiding client-side loops and leveraging the platform's bulk update capabilities.

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An Access Control List script with update capabilities

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A Dictionary Client Script on the Incident table

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A Client Script running on the Problem form with synchronous GlideRecord loops

Question 14

An organization wants to require 'Work Notes' whenever an incident is set to 'Pending'. How do you configure this?

Accepted Answer

Use a UI Policy with a condition.. A UI Policy with a condition is the correct approach because UI Policies are designed to dynamically enforce field-level behavior (mandatory, visible, read-only) on the client side based on form conditions. By setting a condition on the State field (State = Pending), the UI Policy can make the Work Notes field mandatory exactly when the incident enters the Pending state, without writing custom code. This is the declarative, maintainable way ServiceNow intends for this requirement.

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Use a Client Script on the state field.

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Modify the Form Layout.

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Use a Business Rule to check for null notes.

Question 15

You are troubleshooting a scenario where an Incident SLA is not attaching to a ticket. What is the first place you should investigate?

Accepted Answer

SLA Definition Conditions. The first place to investigate when an Incident SLA is not attaching is the SLA Definition Conditions. SLA definitions in ServiceNow use start conditions, stop conditions, and pause conditions to determine when an SLA attaches to a task. If the conditions do not match the incident's field values (e.g., priority, category, assignment group), the SLA will not attach. Checking the SLA Definition Conditions first confirms whether the incident meets the criteria for the SLA to be applied.

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Incident State

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System Dictionary

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User Preferences