CIS-ITSM Practice Test 19 — 15 Questions

Question 1

Which THREE of the following are valid types of catalog items available in the ServiceNow Service Catalog? (Choose three.)

Accepted Answer

Catalog Item. In the ServiceNow Service Catalog, a Catalog Item (C) is the fundamental item type that end users order, such as a laptop or software request, and it drives a defined fulfillment process. A Record Producer (D) is also a valid catalog item type; it lets users create a record on a target table (for example, an incident or case) directly from the catalog rather than ordering a tangible item. An Order Guide (E) is likewise a valid catalog item type that groups multiple catalog items into a single guided ordering experience, often with conditional logic to show or hide items. By contrast, Database View Item (A) is not a catalog item type — database views are used for reporting and data aggregation, not ordering — and Workflow Template (B) is not a catalog item type either; workflows are fulfillment automation artifacts, not items users can request from the catalog.

Answer

Database View Item

Answer

Workflow Template

Question 2

Which TWO actions can a change coordinator perform within the CAB Workbench during an active meeting? (Choose two.)

Accepted Answer

Add ad-hoc change requests to the meeting agenda. Option A is correct because the CAB Workbench allows a change coordinator to add ad-hoc change requests to the meeting agenda during an active meeting, enabling last-minute items to be discussed and reviewed. Option C is correct because the change coordinator can record votes and decisions for change requests on the agenda, capturing CAB approvals or rejections directly in the workbench. Option B is incorrect because deploying software packages to production servers is a fulfillment/release activity, not a CAB Workbench meeting action. Option D is incorrect because modifying global system properties for risk calculation is an administrative configuration task outside the CAB Workbench meeting workflow. Option E is incorrect because initiating ITOM Discovery scans is a discovery/operations function, not a change coordination meeting action.

Answer

Automatically deploy software packages to production servers

Answer

Modify global system properties for risk calculation

Answer

Initiate ITOM Discovery scans across the entire network

Question 3

When designing a complex Service Catalog request fulfillment process using Flow Designer, which THREE features are available to handle approvals and tasks? (Choose three.)

Accepted Answer

Ask for Approval flow action. Option B, the Ask for Approval flow action, is correct because Flow Designer provides this built-in action to generate approval records (sysapproval_approver) for users or groups and pause the flow until the approval is granted or rejected, which is essential for catalog request fulfillment. Option C, the Create Task flow action, is correct because it lets the flow instantiate task records (such as catalog tasks) that carry out the fulfillment work, and the flow can wait on their completion before proceeding. Option E, the Wait for Condition flow logic, is correct because Flow Designer supports waiting on a condition (for example, a record state or field value) to control sequencing and gating of approvals and tasks within the process. Option A is not correct because legacy graphical workflows cannot be executed directly inside the flow canvas; they must be migrated or called via other integration means. Option D is not correct because Flow Designer does not automatically roll back to previous stages upon rejection; rejection handling must be explicitly modeled with branches or conditions.

Answer

Direct execution of legacy graphical workflows inside the flow canvas

Answer

Automatic roll-back to previous stages upon rejection

Question 4

Which THREE components are configured when setting up a Service Level Agreement (SLA) Definition for Incident Management? (Choose three.)

Accepted Answer

Start condition. In an SLA Definition for Incident Management, the three core components that must be configured are the Start condition (A), the Workflow/Schedule (B), and the Stop condition (C). The Start condition (A) defines the trigger criteria—such as when an incident is created or when a specific field changes—that begins the SLA timer. The Workflow/Schedule (B) specifies the SLA's timing behavior, including the schedule (e.g., 8x5 or 24x7), duration, and the workflow that drives the SLA stages and breach actions. The Stop condition (C) defines the criteria that pause or end the SLA timer, such as when the incident is resolved or closed. Assignment rule mapping (D) and Data policy rule (E) are separate configuration elements used for routing and data validation, not for defining an SLA.

Answer

Assignment rule mapping

Answer

Data policy rule

Question 5

Which THREE fields on a Problem record are typically editable when the problem is in the 'Assess' state, prior to root cause analysis? (Choose three.)

Accepted Answer

Short description. In the 'Assess' state of a Problem record, the team is still triaging and scoping the issue before formal root cause analysis begins, so the Short description (A) remains editable to refine the problem statement as understanding improves. The Assignment group (B) is also editable because ownership often shifts during assessment as the problem is routed to the correct resolver group. The Configuration item (D) is editable as well, since identifying or correcting the affected CI is part of the assessment and scoping work. The Sys_created_on timestamp (C) is a system-maintained audit field set at record creation and is never user-editable, and the sys_id (E) is a read-only unique system identifier that cannot be modified.

Answer

Sys_created_on timestamp

Answer

System sys_id (read-only system identifier)

Question 6

Which TWO of the following are true regarding 'Catalog Client Scripts'?

Accepted Answer

They can be used to make fields mandatory. Option C is correct because Catalog Client Scripts run in the browser on catalog item forms and can enforce field-level validation, such as using g_form.setMandatory() to make a variable mandatory before submission. Option E is correct because Catalog Client Scripts can be associated with Variable Sets, allowing the same client-side logic to be reused across multiple catalog items that include that variable set. Option A is not correct because updating an sc_task state is a server-side record operation typically handled by Business Rules, Workflow, or Flow Designer, not by a catalog client script. Option B is not correct because Catalog Client Scripts run on the catalog item form in both the standard platform UI and the Service Portal, not exclusively on the Service Portal. Option D is not correct because Catalog Client Scripts execute on the client side (browser), unlike Catalog Script Includes or Business Rules which run server-side.

Answer

They are used to update the sc_task state directly

Answer

They only run on the Service Portal

Answer

They execute on the server side

Question 7

Which TWO types of schedules can be utilized to prevent changes from occurring during critical business hours? (Choose two.)

Accepted Answer

Maintenance Schedules. Maintenance Schedules (B) are correct because they define planned windows during which maintenance or changes are permitted, so by scheduling change activity only within those approved windows, organizations inherently prevent changes from occurring during critical business hours. Blackout Schedules (C) are correct because they explicitly specify periods—such as critical business hours, month-end close, or peak transaction times—during which changes are prohibited, directly preventing change activity at those times. The remaining options do not serve this purpose: Asset Depreciation Schedules (A) track financial depreciation of assets, Employee Shift Schedules (D) manage workforce staffing, and Knowledge Article Expiration Schedules (E) control the lifecycle of knowledge base content—none of which govern when changes may or may not be implemented.

Answer

Asset Depreciation Schedules

Answer

Employee Shift Schedules

Answer

Knowledge Article Expiration Schedules

Question 8

Which TWO methods can be used to navigate to Problem Management modules in the ServiceNow application navigator? (Choose two.)

Accepted Answer

Navigating via Problem > Open or Problem Administration > Properties. Option B is correct because the ServiceNow application navigator organizes Problem Management under the Problem menu (e.g., Problem > Open, Problem > Assigned to me) and the Problem Administration module (e.g., Problem Administration > Properties), so navigating those paths reaches Problem Management modules. Option E is correct because the Filter navigator box at the top of the application navigator accepts typed text and performs a live search, so typing 'Problem' filters the menu to display the Problem-related modules for direct navigation. Option A is incorrect because System Security > Certificates belongs to certificate management, not Problem Management. Option C is incorrect because Facilities > Work Orders is part of Facilities Management, unrelated to Problem records. Option D is incorrect because the Incident menu contains incident-related modules, and 'Payroll Runs' is not a Problem Management module.

Answer

Clicking on System Security > Certificates

Answer

Accessing Facilities > Work Orders

Answer

Opening the Incident menu and selecting 'Payroll Runs'

Question 9

Which TWO criteria are typically evaluated when selecting whether a change should be classified as a Standard Change rather than a Normal Change? (Choose two.)

Accepted Answer

The change has a proven history of success and is repeatable. Option A is correct because a Standard Change is by definition a pre-approved, repeatable change with a documented and proven history of successful execution, which is exactly the criterion used to decide it does not need individual review. Option D is correct because Standard Changes are characterized as low-risk, routine changes that have been pre-authorized (typically via a change model in the ITIL/ITSM framework), so they can be implemented without a CAB review each time. Option B is not correct because requiring a full CAB review and multi-level executive sign-off describes a Normal Change (often a major/high-impact one), which is the opposite of a Standard Change. Option C is not correct because affecting the entire enterprise core data center simultaneously with unknown impact is a high-risk, high-impact change that would be classified as a Normal (or Emergency) Change requiring assessment. Option E is not correct because urgent, immediate implementation due to an active outage describes an Emergency Change, which follows an expedited approval path rather than the pre-authorized Standard Change route.

Answer

The change requires a full CAB review and multi-level executive sign-off

Answer

The change affects the entire enterprise core data center simultaneously with unknown impact

Answer

The change requires urgent, immediate implementation due to an active outage

Question 10

Which THREE entities can be associated as 'Affected CIs' or related configuration items in ServiceNow ITSM problem handling? (Choose three.)

Accepted Answer

Hardware server. Option A (Hardware server) is correct because physical CIs such as servers are stored in the CMDB as Configuration Items and can be linked to a problem record as Affected CIs to show which infrastructure is impacted. Option C (Software application) is correct because applications are also CMDB configuration items and are commonly associated with problems to identify the affected software. Option D (Business service) is correct because business services are CMDB CIs that can be attached as Affected CIs, allowing problem managers to see the service-level impact of an issue. Options B (Personal grocery shopping list) and E (Fictional movie character profile) are not valid configuration items in ServiceNow ITSM, since they are not CMDB records representing managed IT assets or services.

Answer

Personal grocery shopping list

Answer

Fictional movie character profile

Question 11

An administrator is designing a custom Flow Designer action to process Problem records. Which TWO types of inputs can be configured for a custom Flow Designer action? (Choose two.)

Accepted Answer

Record (referencing a specific table like Problem [problem]). Option C is correct because Flow Designer custom actions support a Record input type, which lets the action accept a reference to a specific table such as Problem [problem], enabling the action to operate on that record's fields and sys_id. Option E is correct because Flow Designer also supports the String input type, which is used for plain text values like short descriptions or workaround notes. These input types are defined in the action's input metadata and are surfaced as variables when the action is used in a flow. The other options (A, B, and D) are not valid Flow Designer input types; they describe media codecs, radio signals, and hardware schematics, none of which are configurable inputs in the platform.

Answer

Live video streaming feed codec

Answer

Analog radio frequency wave capture

Answer

Direct physical server motherboard circuit diagram binary

Question 12

An administrator is configuring a Multi-Row Variable Set (MRVS). Which THREE of the following capabilities are true regarding MRVS behavior? (Choose three.)

Accepted Answer

It can be reused across multiple catalog items just like standard variable sets.. Option A is correct because a Multi-Row Variable Set is a reusable variable set type that, once created, can be attached to multiple catalog items just like a standard variable set, avoiding redefinition of the same row-based questions. Option B is correct because the defining behavior of an MRVS is to present a grid where users add multiple rows, each row containing the set of variables defined in the MRVS, all on a single catalog item form. Option C is correct because submitted MRVS data is stored as a serialized JSON string in the variable value table (e.g., the sc_item_option / question answer value), which is why it must be parsed to read individual row values. Option D is not correct because an MRVS does not automatically create separate Incident records per row; any record creation would require custom scripting such as a business rule or flow, and it is not inherent MRVS behavior. Option E is not correct because standard Catalog UI Policies do not dynamically hide individual columns inside an MRVS grid by column name; column-level control in an MRVS requires client scripts or custom grid configuration rather than standard catalog UI policy column targeting.

Answer

It automatically creates separate Incident records for every row entered in the grid.

Answer

Standard Catalog UI Policies can dynamically hide individual columns inside an MRVS grid dynamically by column name.

Question 13

When designing complex request fulfillment processes, which THREE mechanisms are available in ServiceNow to handle approvals? (Choose three.)

Accepted Answer

Approval - Group workflow activity. Option B (Approval - Group workflow activity) is correct because the legacy Workflow Editor provides a dedicated 'Approval - Group' activity that routes an approval record to a specified group, generating sysapproval_approver records for its members. Option C (Approval - User workflow activity) is correct because the Workflow Editor also offers an 'Approval - User' activity that creates an approval for a specific user, letting the workflow pause until that user approves or rejects. Option D (Flow Designer 'Ask for Approvals' action) is correct because Flow Designer includes the built-in 'Ask for Approval' action, which creates approval records and waits for the designated approvers, making it the modern mechanism for handling approvals in flows. Option A is incorrect because 'approve()' is not a Catalog Client Script function; client scripts run in the browser and cannot create or process approval records server-side. Option E is incorrect because Dictionary Policies enforce data rules (mandatory, read-only, default values) on records and do not generate or manage approval requests.

Answer

Catalog Client Script 'approve()' function

Answer

Dictionary Policy approval rules

Question 14

An enterprise is auditing its ServiceNow instance for ITIL compliance in Problem Management. Which TWO core metrics or practices are typically evaluated to measure Problem Management effectiveness? (Choose two.)

Accepted Answer

Reduction in recurring incidents linked to known problems. Option A is correct because a primary measure of Problem Management effectiveness is the reduction in recurring incidents tied to known problems, demonstrating that root cause analysis and permanent fixes are working. Option C is correct because documenting known errors with workarounds in the Known Error Database (KEDB) is a core ITIL practice that directly supports faster incident resolution and is measured as a percentage of known errors properly recorded. Options B, D, and E are incorrect because toner cartridge ordering, employee commute distance, and firewall firmware update frequency are unrelated to Problem Management metrics and do not reflect ITIL Problem Management practices.

Answer

Total number of printer toner cartridges ordered annually

Answer

Average employee commute distance

Answer

Frequency of firewall firmware updates

Question 15

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

Accepted Answer

Impact. In the default Incident Priority calculation, the two fields used are Impact (option A) and Urgency (option E). Priority is derived from a lookup matrix that maps the combination of Impact and Urgency values to a Priority value, so both fields must be populated for the calculation to work. Impact reflects how broadly the incident affects the business, while Urgency reflects how quickly the incident needs resolution, and together they determine the resulting Priority. Options B, C, and D are not inputs to the calculation: Priority is the output, and Configuration Item and Assignment Group are unrelated to the default Priority matrix.

Answer

Priority

Answer

Configuration Item

Answer

Assignment Group