CIS-ITSM Practice Test 2 — 10 Questions

Question 1

An administrator needs to write an onSubmit Catalog Client Script that validates whether at least one checkbox in a group of ten checkboxes is checked before the item can be added to the cart. Which approach should be used?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Iterate through the checkbox variable names using g_form.getValue() and return false if none are true, preventing submission.. An onSubmit Catalog Client Script runs before the item is added to the cart, allowing validation logic to execute. Using g_form.getValue() to iterate through each checkbox variable and checking if at least one is true, then returning false if none are checked, prevents submission and displays an error message. This is the standard client-side validation approach for catalog items.

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Write a Client Script on the sc_cart table to intercept the checkout action.

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Configure a Dictionary Override on the sc_req_item table to enforce mandatory checkboxes.

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Use document.getElementsByClassName() to count checked elements directly from the DOM.

Question 2

Which THREE of the following are benefits of using CI Class Manager? (Choose three.)

Accepted Answer

Centralized viewing and editing of class-specific identification rules.. Option C is correct because CI Class Manager provides a single, centralized console where administrators can view and edit the identification rules that determine how CIs of a given class are uniquely identified and matched during discovery and import. Option D is correct because CI Class Manager allows you to add, modify, and delete attributes on specific CI classes within the CMDB class hierarchy, extending the schema without direct table manipulation. Option E is correct because CI Class Manager centralizes the management of reconciliation rules at both the class and attribute level, controlling how duplicate or conflicting CI records are merged. Option A is not a CI Class Manager benefit; incident triage workflows for failed discoveries are handled through Discovery/Service Mapping health and error handling, not class administration. Option B is not correct because CI Class Manager does not provide direct editing of system-level Java source code for Discovery patterns; pattern customization is done through the Pattern Designer and related tooling.

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Automatic execution of incident management triage workflows for failed discoveries.

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Direct editing of system-level Java source code for Discovery patterns.

Question 3

Which field must be populated to allow the 'Resolution' tab to be visible or actionable?

Accepted Answer

Incident State. In ServiceNow Incident Management, the Resolution tab (or Resolution Information section) becomes visible and actionable only when the Incident State is set to 'Resolved' (or 'Closed'). The State field drives the form's UI behavior, so it must be populated correctly to expose resolution fields like Resolution code and Resolution notes.

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Caller

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Assignment Group

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Category

Question 4

An organization requires that when a user selects 'Hardware' in a dropdown variable, three specific hardware-related variables become mandatory. Which approach represents best practice in ServiceNow?

Accepted Answer

Catalog UI Policy. A Catalog UI Policy is the best practice in ServiceNow for dynamically making variables mandatory based on the value of another variable. UI Policies run on the client side and can set variables to mandatory, visible, or read-only without writing custom scripts. This declarative approach is easier to maintain and less error-prone than client scripts.

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Catalog Client Script (OnChange)

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Data Policy on the sc_req_item table

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Order Guide Rule Base

Question 5

An enterprise uses custom change states. Where must an administrator define these new states to ensure proper integration with the Change State Model framework?

Accepted Answer

Change State Model records and state transition rules. Custom change states must be defined in the Change State Model records along with the state transition rules, because the Change State Model framework governs which states exist and how a change can move between them. Defining states only in the dictionary or UI does not integrate with the model's transition logic.

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Workflow Designer transition lines only

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System Dictionary choices on the state field only

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UI Actions script bodies

Question 6

A user's incident was closed, but they respond via email. The system creates a new incident instead of reopening the old one. What setting should be checked?

Accepted Answer

Inbound Email Action.. Inbound Email Actions in ServiceNow determine how incoming emails are processed — including whether a reply to a closed incident reopens it or spawns a new record. The default 'Reply' action checks the watermark (target record) and, if the incident is closed, may create a new incident unless the action is configured to reopen. Checking the Inbound Email Action (specifically the action tied to the reply email) is the correct place to verify this behavior.

Answer

The 'Closed' incident policy.

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Incident State transition rules.

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User profile settings.

Question 7

An administrator needs to review the overall CMDB health scores for Completeness, Correctness, and Compliance across all classes. Which application and module should they navigate to?

Accepted Answer

Configuration > CMDB Dashboard. The CMDB Dashboard (Configuration > CMDB Dashboard) is the application module that surfaces the overall CMDB health scores for Completeness, Correctness, and Compliance across all classes. It aggregates the health metrics computed by the CMDB Health engine and presents them in a single view for administrators. This is the correct navigation path for reviewing enterprise-wide CMDB health.

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CI Class Manager > Overview

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System Definition > Health Log

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Discovery > Health Metrics

Question 8

A team uses Problem Tasks to divide root cause investigations. A requirement states that a Problem record cannot be moved to 'Fix In Progress' until all child Problem Tasks are in either 'Closed Complete' or 'Closed Skipped' state. How should an administrator configure this validation?

Accepted Answer

A Before Update Business Rule on the Problem table checking active child task counts. A Before Update Business Rule on the Problem table is the correct approach because it can query the child Problem Tasks via the task relationship and block the state transition when any task is not in 'Closed Complete' or 'Closed Skipped'. Business Rules execute server-side on the database operation, so they enforce the rule regardless of whether the update comes from the UI, an import, or a REST API call. The script can use GlideAggregate to count active child tasks and call current.setAbortAction(true) with a message when the count is greater than zero.

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An Access Control List (ACL) with script execution

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A Dictionary Override on the State field

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A UI Policy with an advanced script condition

Question 9

You are designing an integration where incidents are created via an API. How do you ensure that 'Assignment Rules' are triggered?

Accepted Answer

Leave the assignment fields empty in the API payload.. Assignment Rules in ServiceNow run automatically on incident insert/update only when the assignment fields (assignment_group, assigned_to) are empty. If the API payload leaves these fields blank, the rules execute and assign the incident. If the payload sets them, the rules are skipped.

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Ensure the API user has the 'itil' role.

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Set the 'auto_assignment' flag to true.

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Enable the 'Run Assignment Rules' checkbox in the API call.

Question 10

An administrator needs to configure the system so that when an incident is created from an inbound email, a specific Assignment Group is automatically populated based on the email subject. Which feature should be used to achieve this?

Accepted Answer

Inbound Email Actions. Inbound Email Actions in ServiceNow are scripts that run when an email is received and can set field values (including Assignment Group) on the record being created, based on conditions like the email subject. They are the correct mechanism for parsing inbound email content and populating fields during record creation.

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Assignment Rules

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Dictionary Overrides

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Data Policies