CIS-ITSM Practice Test 16 — 15 Questions

Question 1

What is the purpose of the 'Outages' related list on a Problem record?

Accepted Answer

To record periods of service unavailability associated with the problem's impact. The 'Outages' related list on a Problem record in ServiceNow is specifically designed to capture and display periods of service unavailability that are linked to the problem. This allows IT teams to document when a service was down, correlate it with the problem's impact, and analyze the duration and frequency of outages. It is a key part of problem management, helping to assess the business impact and prioritize fixes.

Answer

To schedule future maintenance windows

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To log network printer connection drops

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To track employee vacation schedules

Question 2

An administrator is configuring a Record Producer that allows end users to submit a Facilities request. Which table should be selected as the target table for this record producer?

Accepted Answer

Target functional table (e.g., Facilities [x_facilities_task]). A Record Producer's purpose is to create records directly on a target functional table (like Facilities [x_facilities_task]) rather than going through the standard catalog request/requested-item flow. The target table field on the Record Producer determines which table the submitted record is inserted into, so for a Facilities request the correct target is the Facilities task table.

Answer

Cart [sc_cart]

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Catalog Item [sc_cat_item]

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Requested Item [sc_req_item]

Question 3

A high-volume enterprise experiences thousands of problem state updates daily. To optimize database performance, an administrator wants to archive closed Problem records older than 3 years. Which feature should be configured?

Accepted Answer

Archiving Rules (Data Archiving plugin). ServiceNow's Data Archiving plugin provides Archiving Rules that let administrators define conditions (such as 'Closed Problem records older than 3 years') and schedule automated archival of matching records to the archive tables. This is the supported, upgrade-safe mechanism for reducing active table size and improving query performance on high-volume tables like Problem.

Answer

Dictionary entry attribute 'auto_purge'

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A scheduled job running manual SQL DELETE statements

Answer

Client script cleanup routine

Question 4

A developer has created a Catalog Client Script that runs onchange of a variable named 'hardware_type'. The script needs to clear and repopulate a 'model' variable based on the selected hardware type using AJAX. Which client-side API method is best suited for making this asynchronous server call?

Accepted Answer

GlideAjax. GlideAjax is the client-side API method designed for making asynchronous server calls from a client script. It allows the client to call a server-side script include without a full page reload, which is ideal for dynamically repopulating a variable based on user input. This is the standard way to perform AJAX calls in ServiceNow.

Answer

GlideRecordSecure

Answer

g_scratchpad

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g_form.getReference()

Question 5

A developer is writing a Catalog Client Script that needs to interact with variables inside a Multi-Row Variable Set (MRVS). Which g_form method is used to retrieve the entire contents of an MRVS as an object/string?

Accepted Answer

g_form.getValue('mrvs_internal_name'). In ServiceNow, g_form.getValue() is the standard method used to retrieve the value of a variable, including Multi-Row Variable Sets, where it returns the MRVS contents as a JSON string that can be parsed into an object. This is the documented approach for accessing the entire MRVS payload from a Catalog Client Script.

Answer

g_scratchpad.getVariableSet()

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g_form.getMRVSValue()

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g_form.getMatrixValue()

Question 6

Which TWO roles are typically associated with managing and participating in Change Management processes? (Choose two.)

Accepted Answer

itil. Option C, change_manager, is correct because this is the role explicitly designed to oversee the Change Management process, including reviewing, approving, and coordinating change requests. Option A, itil, is correct because the itil role is the baseline role that grants users access to ITIL-based processes such as Change Management, allowing them to create, assess, and participate in change records. The unmarked options do not belong: sn_vul_admin is for Vulnerability Response administration, discovery_admin is for Discovery scheduling and configuration, and sn_hr_core is for HR Service Delivery, none of which are Change Management roles.

Answer

sn_vul_admin

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discovery_admin

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sn_hr_core

Question 7

An enterprise uses Agile Development in tandem with Problem Management. When a root cause points to a software defect, the team wants to create a Defect record in ServiceNow Agile Development directly from the Problem form. How is this integration typically achieved?

Accepted Answer

By configuring a UI Action on the Problem form that instantiates an Agile Defect record and establishes a relationship. Configuring UI Actions or extending Agile Development plugins enables creating Agile artifacts (Stories, Defects, Epics) from task forms like Problem.

Answer

By mapping Data Lookup definitions between rm_defects and problem tables

Answer

By editing the core cmdb_ci relationship formatter

Answer

By changing the base table of the problem table to rm_defect

Question 8

Which TWO tasks are typically performed during the 'Review' state of a normal change? (Choose two.)

Accepted Answer

Verifying whether the change was successful and documenting lessons learned. Option D is correct because the Review state of a normal change includes verifying that the change achieved its intended outcome and documenting lessons learned for future improvements. Option E is correct because conducting a Post Implementation Review (PIR) is a core activity in the Review state, where stakeholders assess the change's success, identify any issues, and confirm closure. Options A and B are incorrect because risk assessment questionnaires and initial conflict detection/scheduling occur during the Assess and Authorize or planning states, before implementation. Option C is incorrect because submitting standard change proposals to the catalog relates to the standard change lifecycle, not the Review state of a normal change.

Answer

Performing risk assessment questionnaires

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Running initial conflict detection and scheduling

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Submitting standard change proposals to the catalog

Question 9

You want to hide the 'Impact' field for users who do not have the 'itil' role. Where is the most appropriate place to configure this?

Accepted Answer

UI Policy. A UI Policy is the correct place to hide the 'Impact' field for users without the 'itil' role, because UI Policies control field visibility, mandatory, and read-only behavior on the client side based on conditions like role or field values. They are the standard ServiceNow mechanism for role-based form field display.

Answer

ACL

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Data Policy

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Client Script

Question 10

An administrator has configured a Catalog UI Policy with a Catalog UI Policy Action. However, the action is not taking effect when the dependent variable changes value. What is a common troubleshooting step for Catalog UI Policies?

Accepted Answer

Verify that 'Applies on Target' (such as Service Portal or Catalog Item) is correctly checked on the UI Policy definition. Catalog UI Policies only execute when the form is rendered in a context where the policy is marked as applicable. The 'Applies on Target' setting (also called 'Applies to' in some versions) determines whether the policy runs on the Catalog Item, the Service Portal, or both. If this is unchecked or set to the wrong target, the policy and its actions silently do nothing even though the configuration looks correct.

Answer

Clear the browser cache and restart the instance JVM

Answer

Convert the UI Policy into a Business Rule

Answer

Change the UI Policy execution order to zero

Question 11

When a Standard Change template is updated, how are existing active change requests created from that template affected?

Accepted Answer

They remain unchanged, retaining the values from when the change was created. When a Standard Change template is updated, existing active change requests created from that template retain the values they were created with and are not retroactively modified. The template only applies at creation time to populate the new change request. This ensures that in-flight changes are not unexpectedly altered mid-process.

Answer

They are automatically canceled and must be resubmitted

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They trigger a new conflict detection run automatically

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They are automatically updated with the new template values

Question 12

A change manager wants to ensure that changes affecting a specific mission-critical business service are automatically assigned a High risk score. How can this be accomplished?

Accepted Answer

Configuring a Risk Condition matching that business service. Risk Conditions in Change Management allow you to define criteria that automatically set a risk score based on field values, such as the affected business service. By configuring a Risk Condition that matches the specific mission-critical business service, any change affecting that service will be assigned a High risk score without manual intervention. This is the standard, out-of-the-box method for dynamic risk assessment.

Answer

Modifying the Business Service form layout

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Creating a Service Level Agreement (SLA) definition

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Writing an Access Control List (ACL)

Question 13

Which form component is used to quickly search the Knowledge Base based on incident short description?

Accepted Answer

Knowledge Sidebar. The Knowledge Sidebar is a contextual component embedded in incident records that automatically searches the Knowledge Base using the incident's short description. It surfaces relevant articles in real time, allowing agents to resolve issues faster without manually navigating to the Knowledge Base. This is a core feature of ServiceNow ITSM designed to integrate knowledge directly into the incident management workflow.

Answer

Incident History

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Catalog

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Service Portal

Question 14

Which tab or related list on a Problem record displays the individual tasks assigned to various groups to investigate specific components of the root cause?

Accepted Answer

Problem Tasks. The Problem Tasks tab or related list on a Problem record is specifically designed to hold individual tasks that are assigned to different groups to investigate specific components of the root cause. These tasks allow for parallel investigation and are a core part of the Problem Management process in ServiceNow. Child Incidents, Outages, and Affected CIs serve different purposes and do not represent the breakdown of root cause investigation work.

Answer

Child Incidents

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Outages

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Affected CIs

Question 15

What does the 'Root cause summary' field on a Problem record typically capture?

Accepted Answer

The detailed explanation of the underlying cause determined during investigation. The 'Root cause summary' field on a Problem record captures the detailed explanation of the underlying cause identified during investigation. It documents why the problem occurred, such as a misconfiguration, code defect, or process gap, so that permanent fixes can be applied and knowledge shared. This field is populated after root cause analysis (RCA) is complete.

Answer

The SLA breach percentage for the problem task

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A list of all engineers who logged into the server

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The purchase order number of the replacement hardware