CIS-ITSM Practice Test 15 — 15 Questions

Question 1

Which TWO of the following entities can be restricted using User Criteria in the Service Catalog? (Choose two.)

Accepted Answer

Catalog Categories. User Criteria in the Service Catalog is used to control visibility and access to catalog content based on conditions such as user role, department, or group. Option B, Catalog Categories, is correct because User Criteria can be applied to categories to restrict which users can see or access those categories in the catalog. Option C, Catalog Items, is also correct because User Criteria can be assigned to individual catalog items to determine which users are eligible to view or order them. Option A, Workflow Activity Types, is not restricted via User Criteria; workflow activities are controlled through workflow configuration and conditions, not catalog user criteria. Option D, Individual Catalog Variables, is not restricted via User Criteria; variable visibility is managed through variable attributes and UI policies, not user criteria. Option E, Service Portal Widgets, is not restricted via User Criteria; widget visibility is controlled through portal configuration, roles, and widget instances, not catalog user criteria.

Answer

Workflow Activity Types

Answer

Individual Catalog Variables

Answer

Service Portal Widgets

Question 2

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. Option B is correct because ServiceNow Change Management provides a 'Run Conflict' UI action on the change request form that lets a user manually trigger conflict detection against other changes, blackout/maintenance schedules, and related CIs. Option D is correct because conflict detection also runs automatically through business rules that fire when key fields such as the planned start/end dates (schedule) or the affected CI are modified, re-evaluating conflicts without user intervention. Option A is incorrect because importing knowledge base articles has no role in conflict detection, which evaluates change schedules and configuration items, not KB content. Option C is incorrect because hardware asset discovery scans populate the CMDB and do not initiate change conflict detection. Option E is incorrect because submitting an incident through the self-service portal creates an incident record and does not trigger change conflict detection.

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 3

What is the primary function of the 'Known Error Database' (KEDB) module in ServiceNow ITSM?

Accepted Answer

To store known problems and their documented workarounds for searching and incident deflection. The Known Error Database (KEDB) in ServiceNow ITSM stores known problems and their documented workarounds, allowing service desk agents to quickly search for and apply workarounds to resolve incidents or deflect them. It is a repository of problem records that have been analyzed and have a root cause and workaround identified, often linked to incidents to provide immediate resolution guidance.

Answer

To log hardware failures directly from network monitoring tools

Answer

To store employee training documentation for the service desk

Answer

To automatically approve change requests linked to problems

Question 4

When designing a catalog item, what is the purpose of adding 'Help Text' to a variable?

Accepted Answer

To provide additional instructions or guidance to users filling out the form. Help Text on a variable provides additional instructions, context, or guidance to the user filling out the catalog form. It appears as supplementary text near the variable and does not affect data storage, validation, or access control. Its sole purpose is to improve the user experience by clarifying what is expected.

Answer

To log errors in the system log when the variable is empty

Answer

To define default database values for the variable

Answer

To restrict the user role required to view the variable

Question 5

An organization requires that emergency changes bypass standard CAB approval but still require approval from a specific Incident Commander group. Which feature should be configured to achieve this without writing custom business rules?

Accepted Answer

Change Models and associated Approval Definitions. Change Models in ServiceNow allow you to define the end-to-end lifecycle of a change type, including which approval definitions apply at each state. By creating a dedicated Change Model for emergency changes and attaching an Approval Definition that targets the Incident Commander group, you can enforce the required approval without writing custom business rules. This is the declarative, supported way to customize approval routing per change type.

Answer

Change Management - State Model properties

Answer

Out-of-the-box Emergency CAB definition

Answer

Change Risk Calculator script

Question 6

A change manager wants to restrict who can approve Emergency Changes. Where is this restriction configured?

Accepted Answer

Change Authorities and Approval Definitions. Emergency Change approval restrictions are governed by Change Authorities and Approval Definitions, which map approval rules to change types (including Emergency) and define who is authorized to approve. In ServiceNow Change Management, the 'Change Authority' records specify the approval group or user for a given change type and approval definition, so restricting Emergency Change approvers requires editing these records. This is the only location where approver eligibility per change type is enforced.

Answer

Incident Management Properties

Answer

Global Business Rules only

Answer

Service Catalog Access Controls

Question 7

A change practitioner wants to view all changes scheduled during a specific maintenance window in a calendar format. Which ServiceNow feature should they use?

Accepted Answer

Change Schedule / Change Calendar. The Change Schedule (also called Change Calendar) in ServiceNow provides a calendar view of planned changes, including maintenance windows. It allows change practitioners to visualize changes by date and time, filter by CI or group, and identify overlaps. This is the designated feature for viewing changes in a calendar format.

Answer

ITOM Health Dashboard

Answer

Report Designer Bar Chart

Answer

CMDB Dependency View

Question 8

An IT organization wants to ensure that Emergency Changes bypass standard multi-tier CAB reviews while still capturing post-implementation reviews. Which configuration component natively supports this requirement in ServiceNow ITSM?

Accepted Answer

Change Models. Change Models in ServiceNow natively support defining different process flows for different change types, including Emergency changes that bypass standard multi-tier CAB reviews while still enforcing post-implementation review. A Change Model can specify the workflow/flow, approval policy, and state transitions appropriate for emergency changes, making it the correct configuration component.

Answer

Assignment Rules

Answer

Change Schedule conflict rules

Answer

Change Risk Calculator properties

Question 9

To prevent overlapping outages, you are configuring Conflict Detection. Which table contains the criteria used to identify conflicts?

Accepted Answer

Change Conflict Definition [change_conflict_definition]. The Change Conflict Definition [change_conflict_definition] table contains the criteria used to identify conflicts between changes. It defines the conditions under which changes are considered conflicting, such as overlapping schedules or shared configuration items.

Answer

Change Request [change_request]

Answer

CAB Definition [cab_definition]

Answer

Change Schedule [cmn_schedule]

Answer

Change Conflict [change_conflict]

Question 10

What is the difference between 'Work Notes' and 'Comments' in an incident?

Accepted Answer

Work notes are internal; Comments are visible to the caller. In ServiceNow Incident records, 'Work Notes' are internal and visible only to users with appropriate roles (such as ITIL), while 'Comments' (also called Additional Comments) are visible to the caller and external parties. This distinction is fundamental to incident communication.

Answer

Work notes are mandatory; Comments are optional

Answer

Work notes are visible to the caller; Comments are internal

Answer

None

Answer

Both are visible to everyone

Question 11

You need to ensure that only members of the 'Major Incident Management' group can promote an incident to a Major Incident. How do you restrict this?

Accepted Answer

Update the UI Action condition.. The 'Promote to Major Incident' action is typically implemented as a UI Action on the Incident form. Restricting who can see or execute it is done by editing the UI Action's condition or by adding a role/group check in the condition field, so only members of the Major Incident Management group can trigger it.

Answer

Use a Data Policy.

Answer

Create a Client Script.

Answer

Use an ACL on the 'Major Incident' field.

Question 12

An organization uses Domain Separation in ServiceNow. Problem records must be segregated by region. Where must an administrator verify domain separation configurations to ensure proper record visibility and visibility rules for Problem tasks?

Accepted Answer

Table dictionary attributes ensuring 'no_domain' is disabled and domain pathing is active on problem and problem_task. For Domain Separation to work on Problem and Problem Task, the tables must be domain-separated: the 'no_domain' dictionary attribute must be disabled (so records carry a domain) and domain pathing must be active. Administrators verify these dictionary attributes on the problem and problem_task tables to ensure records are segregated and visibility rules apply.

Answer

System Security > Access Control Lists exclusively

Answer

System Definition > Tables for problem and problem_task with Domain separation set to 'Edge'

Answer

Service Portal > Pages configuration

Question 13

Which field on an incident is used to indicate the severity of the business impact?

Accepted Answer

Impact. On a ServiceNow incident, the Impact field indicates the severity of the business impact — how broadly the issue affects users or business operations (e.g., 1 - High, 2 - Medium, 3 - Low). Impact is one of the two inputs (along with Urgency) that the system uses to calculate Priority via the priority lookup matrix.

Answer

Priority

Answer

Urgency

Answer

Severity

Question 14

What is the primary function of the 'Workarounds' field on a Problem record?

Accepted Answer

To document temporary solutions that can be shared with service desk agents to resolve related incidents. The 'Workarounds' field on a Problem record is specifically designed to capture temporary fixes or alternative solutions that can be used to restore service or resolve incidents while the underlying root cause is still being investigated. These workarounds are often shared with service desk agents to help them quickly resolve related incidents, reducing downtime and improving user productivity. This aligns with ITIL's Problem Management practice, where workarounds are a key output of problem investigation and are documented for reuse.

Answer

To log the exact times the server experienced packet loss

Answer

To store the final approved code for software deployment

Answer

To record the financial cost of the problem

Question 15

When configuring User Criteria to restrict a catalog item so that only members of the 'HR' department can view it, where should this user criteria be attached?

Accepted Answer

In the 'Available For' related list on the Catalog Item form.. User Criteria that restrict a catalog item to a specific department are attached in the 'Available For' related list on the Catalog Item form. This related list is the supported mechanism for granting visibility to specific users, groups, or departments, and it is evaluated by the catalog visibility engine when users browse or search the catalog.

Answer

In the 'User Criteria' related list on the Catalog Category form.

Answer

In the 'Audience' field of the Service Portal Page record.

Answer

In the 'Access Control' rules mapped to the sc_cat_item table.