CIS-ITSM Practice Test 2 — 10 Questions

Question 1

An organization requires that network gear attributes can only be updated by the Network Discovery data source, while server attributes can be updated by both Discovery and a manual import set. Where must this restriction be configured?

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

Accepted Answer

Reconciliation Definitions. Reconciliation definitions in the IRE determine which data sources are authorized to write to specific CI attributes, preventing lower-priority sources from overwriting authoritative data.

Answer

Access Control Lists (ACLs)

Answer

CI Class Manager Identification Rules

Answer

Data Source Precedence Rules

Question 2

An enterprise wants to track availability metrics across different geographies for a global email service offering. Each region has a different uptime target and maintenance window. How should the implementation specialist configure this in ServiceNow SPM?

Accepted Answer

Create separate Service Offerings under the parent email service for each region. Different geographic commitments for the same service require separate Service Offerings, each with its own SLA and availability definitions.

Answer

Attach multiple SLA definitions to a single Business Service record

Answer

Create multiple Service Portfolios with domain separation enabled

Answer

Modify the base system SLA workflow using dynamic script includes

Question 3

A multinational enterprise uses Service Portfolio Management and needs to ensure that service commitments reflect underlying vendor Operational Level Agreements (OLAs). Where should an administrator link vendor OLAs to ensure compliance tracking within ServiceNow?

Accepted Answer

On the Service Offering record via related lists for commitments or SLAs. OLAs underpin SLAs and service offerings by defining internal or vendor commitments required to meet the service offering goals.

Answer

Inside the CSDM Relationship builder as a dynamic CI link

Answer

Within the Catalog Item workflow definition

Answer

Directly on the Service Portfolio record as child attachments

Question 4

A Problem Coordinator wants to create a Problem record from an existing Incident. By default, which UI Action on the Incident form initiates this relationship and populates related fields?

Accepted Answer

Create Problem. The 'Create Problem' UI Action on the Incident form creates a new Problem record and maps relevant fields such as Short Description and Configuration Item.

Answer

Associate to Problem

Answer

Create Major Incident

Answer

Promote to Problem

Question 5

Which TWO factors should be considered when defining relationship rules between CI classes? (Choose two.)

Accepted Answer

Whether the relationship is mandatory or optional for compliance checking.. CI relationship rules restrict which classes can have specific relationships with each other to maintain data quality.

Answer

The IP subnet mask of the connected network gear.

Answer

The financial depreciation schedule of the connected assets.

Answer

The operating system version of the parent server.

Question 6

A team wants to create a new relationship type to define a custom dependency between hardware and business applications. Which module should be used to define this new relationship type?

Accepted Answer

Relationship Types. Relationship Types (cmdb_rel_type) define the directional relationship labels between CIs and can be created or modified via the Relationship Types module.

Answer

Dependency View Configurator

Answer

CI Relationship Rules

Answer

CMDB Groups

Question 7

During an import of server CIs, duplicate records are being created because different data sources send serial numbers in different cases (uppercase vs lowercase). Which configuration in Identification and Reconciliation Engine (IRE) will prevent this issue?

Accepted Answer

Enable case-insensitive matching on the identifier entry for the Serial Number attribute.. IRE identification rules can utilize preprocessing scripts or transform rules, but more commonly, identifier entries are configured with normalization or matching criteria, or payload transformers to normalize case sensitivity before matching.

Answer

Create a custom CMDB Data Manager policy to merge duplicates automatically.

Answer

Set the Reconciliation Rule to discard updates from the secondary data source.

Answer

Modify the Identification Rule weight to a higher number.

Question 8

While reviewing the CMDB Correctness score, an administrator notices a high count of orphan CIs. What is the definition of an orphan CI in the context of CMDB Health Correctness?

Accepted Answer

A CI that has no relationships defined where relationships are expected according to class configuration rules.. An orphan CI is a Configuration Item that belongs to a class that is expected to have relationships (such as containing or running on), but currently has no relationships defined.

Answer

A CI that has not been updated by any discovery source or manual import in over 90 days.

Answer

A CI record that shares the exact same serial number and name as another active CI record.

Answer

A CI whose assigned support group or managed-by user no longer exists in the sys_user table.

Question 9

Which THREE of the following metrics are tracked under the Correctness pillar of the CMDB Health Dashboard? (Choose three.)

Accepted Answer

Relationships (Invalid relationships). Correctness tracks data integrity problems, specifically Duplicates, Orphans, and Invalid Relationships or Stale references (depending on configuration, primarily Duplicates and Orphans). Let's list the valid correctness metrics.

Answer

Staleness

Answer

Required fields populated

Question 10

Which TWO roles are typically associated with managing and interacting with Service Portfolios in ServiceNow? (Choose two.)

Accepted Answer

sn_spm.portfolio_manager. Portfolio managers and service owners are the primary users who manage portfolios and services.

Answer

sn_sec_incident_analyst

Answer

itil

Answer

sn_vul.vulnerability_admin