CIS-ITSM Practice Test 20 — 15 Questions

Question 1

Which TWO benefits are gained by linking related Incidents to a Problem record? (Choose two.)

Accepted Answer

Ability to send bulk communications to all affected incident callers when a workaround is found. Option C is correct because linking incidents to a Problem record lets support teams identify every caller tied to that problem and issue a single bulk notification (e.g., email or portal update) once a workaround or fix is available, rather than contacting each user individually. Option D is correct because the linked incident records aggregate data such as the number of affected users, sites, and services, enabling accurate calculation of the Problem's total business impact and user counts for prioritization and reporting. Options A, B, and E are incorrect because deleting hard drives, converting incidents to paper mail, and promoting users to administrators are not functions of incident-to-problem linking and have no basis in ITIL problem management practice.

Answer

Immediate deletion of all server hard drives

Answer

Automatic conversion of incidents into physical paper mail

Answer

Automatic promotion of all end users to IT administrators

Question 2

Which THREE of the following components are part of the Service Catalog data model? (Choose three.)

Accepted Answer

Catalog Task [sc_task]. In the ServiceNow Service Catalog data model, the three core tables that make up a catalog request are Request [sc_request], Requested Item [sc_req_item], and Catalog Task [sc_task]. Option D, Request [sc_request], is correct because it is the top-level record that groups one or more requested items submitted together in a single catalog order. Option E, Requested Item [sc_req_item], is correct because it represents the individual line item for each catalog item ordered and is the record that drives approval and fulfillment workflows. Option C, Catalog Task [sc_task], is correct because it is the task record generated against a requested item to carry out the actual fulfillment work. Options A and B are not part of the Service Catalog data model: Configuration Item [cmdb_ci] belongs to the CMDB, and Problem [problem] belongs to ITIL problem management, neither of which is a catalog request component.

Answer

Configuration Item [cmdb_ci]

Answer

Problem [problem]

Question 3

Which TWO components can be used to notify a user about an incident update?

Accepted Answer

Customer Comments. Customer Comments (A) are correct because they are visible to the caller/end user on the incident record and, when added, can trigger outbound communication such as an email notification to the user, thereby notifying them of an update. Email Notification (E) is correct because it is the mechanism that actually sends an email to the user (for example, via a notification configured on the incident table when a comment is added or the record is updated). Assignment Rule (B) is not correct because it only automatically sets fields such as assignment group or assigned user during insert/update and does not notify users. Work Notes (C) are not correct because they are internal-only and are not visible to the end user. UI Policy (D) is not correct because it only dynamically changes form field behavior (visible, mandatory, read-only) on the client side and does not send notifications.

Answer

Assignment Rule

Answer

Work Notes

Answer

UI Policy

Question 4

Which THREE of the following statements are correct regarding Catalog Client Scripts? (Choose three.)

Accepted Answer

They support script types including onLoad, onChange, and onSubmit.. Option B is correct because Catalog Client Scripts support the standard client-side script types onLoad (runs when the catalog form loads), onChange (runs when a specified variable changes), and onSubmit (runs when the form is submitted). Option C is correct because Catalog Client Scripts run in the browser and can use the g_form API to manipulate the form, such as hiding/showing variables with g_form.setDisplay() or setting values with g_form.setValue(). Option D is correct because client scripts can call GlideAjax to asynchronously query server-side data without a full page reload, which is a common pattern for retrieving reference or database values in catalog items. Option A is incorrect because Catalog Client Scripts execute on the client (browser) side, not on the server during database inserts; server-side logic would require a Catalog Script Include, Business Rule, or similar. Option E is incorrect because Catalog Client Scripts do not replace workflow activities; workflows and Flow Designer are separate orchestration mechanisms for task assignments and approvals.

Answer

They execute on the server side during database insert operations.

Answer

They automatically replace workflow activities in defining task assignments.

Question 5

When an incident is moved to 'Resolved', what happens to the SLA timer?

Accepted Answer

The SLA timer stops. The [CORRECT] answer is C. In ServiceNow, when an incident is moved to the 'Resolved' state, the SLA timer stops because the resolution effectively ends the active work period. The SLA engine records the time spent up to resolution and marks the SLA as completed or met/missed based on the elapsed duration. The timer does not continue to run after resolution.

Answer

The SLA timer pauses indefinitely

Answer

The SLA timer continues

Answer

The SLA timer resets to zero

Question 6

A company wants to automatically retire hardware CIs that have been in an 'In Maintenance' state for more than 180 days without an active update. Which CMDB feature is designed to automate this lifecycle management workflow?

Accepted Answer

CMDB Data Manager. CMDB Data Manager is specifically designed to automate lifecycle management tasks, including the retirement of CIs based on conditions like state and inactivity. It provides policies and schedules to manage CI lifecycles without manual intervention.

Answer

Data Certification schedules

Answer

Lifecycle Management Business Rules

Answer

Scheduled Jobs with baseline scripts

Question 7

Which THREE configurations or components are involved when setting up and managing CAB meetings using the CAB Workbench? (Choose three.)

Accepted Answer

CAB Definitions (wm_definition). Option A, CAB Definitions (wm_definition), is correct because the CAB Workbench relies on CAB definition records to establish the meeting structure, schedule, and the change criteria that determine which changes populate the agenda. Option B, CAB Agenda items (wm_agenda), is correct because agenda items are the actual change records assembled and reviewed during a CAB meeting, and the Workbench uses the wm_agenda table to organize and present them. Option D, CAB Attendees and Meeting instances, is correct because the CAB Workbench manages meeting instances and their associated attendees (members, guests, and their roles) so that the right participants can review and vote on agenda items. Option C, Incident Major Problem Log, is not involved because it relates to incident and problem management records, not to the configuration of CAB meetings. Option E, Risk Assessment Metric Categories, is not involved because risk assessment metrics are used for scoring change risk, not for defining or managing CAB meeting setup and structure.

Answer

Incident Major Problem Log

Answer

Risk Assessment Metric Categories

Question 8

Which module allows service desk agents to view problems that have been published as known errors?

Accepted Answer

Known Errors. The 'Known Errors' module in ServiceNow allows service desk agents to view problems that have been published as known errors. Known errors are problems that have a root cause and a workaround, and they are made available to agents to help resolve incidents.

Answer

Problem Properties

Answer

Incident Overview

Answer

Change Schedule

Question 9

Which tab on a Catalog Item form is used to define which categories the item appears under?

Accepted Answer

Categories related list. The Categories related list on a Catalog Item form is used to associate the item with one or more categories, which determine where the item appears in the catalog browsing structure. This related list allows administrators to define the item's categorization.

Answer

Item Relationships related list

Answer

Catalogs related list

Answer

Portal Sections tab

Question 10

A developer needs to ensure that a variable named 'request_justification' becomes mandatory only when another variable 'urgency' has a value of 'High'. Which configuration tool should be used to accomplish this without writing code?

Accepted Answer

Catalog UI Policy. Catalog UI Policies are the no-code tool in ServiceNow for dynamically changing the behavior of catalog item variables based on other variable values or user actions. They can make a variable mandatory, read-only, or hidden when a condition is met—exactly the requirement here: set 'request_justification' to mandatory when 'urgency' equals 'High'. Because UI Policies are configuration records, no scripting is needed, satisfying the 'without writing code' constraint.

Answer

Business Rule

Answer

Data Policy

Answer

Catalog Client Script

Question 11

Which TWO of the following options correctly describe Record Producers? (Choose two.)

Accepted Answer

They generate a record on a target table, such as Incident or Task.. Option B is correct because a Record Producer's defining behavior is to insert a new record into a specified target table, such as Incident, Task, or a custom table, rather than being limited to request/requested-item creation. Option E is correct because Record Producers present catalog variables (including variable sets) that capture user input, and these variables can be mapped via the producer's script or field mapping to populate fields on the generated target record. Option A is incorrect because Record Producers do not always create sc_request and sc_req_item records; that is the behavior of standard catalog items, whereas producers create the target table record directly. Option C is incorrect because Record Producers can contain variable sets just like other catalog items. Option D is incorrect because Record Producers are catalog items that can be published to the service catalog and accessed by end users, not restricted to administrators.

Answer

They always create a parent Request [sc_request] and Requested Item [sc_req_item] instead of a target table record.

Answer

They cannot contain variable sets.

Answer

They are restricted to administrators only and cannot be accessed by end users.

Question 12

Which TWO steps are required to publish a new Standard Change template from a proposal? (Choose two.)

Accepted Answer

Publish the proposal to make it available in the Standard Change Catalog. Option A is correct because publishing the proposal is the step that actually makes the new Standard Change template available in the Standard Change Catalog, moving it from a draft/proposal state into the catalog where it can be selected for future changes. Option D is correct because a standard change proposal must first be reviewed and authorized by the appropriate approval body before it can be published; this governance step validates that the change is low-risk, repeatable, and suitable for pre-approved treatment. Options B, C, and E are incorrect: an automated network vulnerability scan is not a prerequisite for publishing a standard change template, converting the proposal into an Emergency Change record contradicts the purpose of a pre-approved standard change, and manually writing a custom Business Rule for every proposal is neither required nor scalable for standard change publication.

Answer

Execute an automated network vulnerability scan

Answer

Convert the proposal into an Emergency Change record

Answer

Manually write a custom Business Rule for every proposal

Question 13

Which TWO components are part of the CAB Workbench meeting structure? (Choose two.)

Accepted Answer

Agenda management listing change requests to be reviewed. Option A is correct because the CAB Workbench meeting structure centers on agenda management, which lists the change requests (typically in 'ready for review' state) that the Change Advisory Board will review during the meeting. Option B is correct because the CAB Workbench provides attendee tracking and voting interfaces, allowing members to record attendance and cast votes (such as approve or reject) on each change request directly within the meeting. Options C, D, and E are incorrect because Service Portfolio management dashboards, CMDB Discovery schedule configuration, and automated software patch deployment pipelines are separate ServiceNow capabilities unrelated to the CAB Workbench meeting structure.

Answer

Service Portfolio management dashboards

Answer

CMDB Discovery schedule configuration screens

Answer

Automated software patch deployment pipelines

Question 14

Which THREE fields are auto-populated when an incident is created via email?

Accepted Answer

Description. When an incident is created via email, the email body is auto-populated into the Description field (B), since the message content becomes the detailed incident text. The email subject line is auto-populated into the Short Description field (C), providing the incident's summary/title. The sender's email address is matched against user records to auto-populate the Caller field (E), identifying who reported the incident. Priority (A) is not auto-populated from email because it is typically assigned by the system based on impact/urgency rules or set manually, and SLA (D) is not a field populated at creation but rather a derived/attached record calculated from the assignment and priority, so neither belongs among the auto-populated fields.

Answer

Priority

Answer

SLA

Question 15

An ITIL user complains they cannot see the 'Major Incident' tab on an incident record. What is the most likely cause?

Accepted Answer

The 'Major Incident Management' plugin is not active.. The 'Major Incident' tab on an incident record is added by the Major Incident Management (MIM) plugin. If the plugin is not active, the tab and its related UI actions, fields, and workflows are not present on the form. Without the plugin, even users with the correct roles and group memberships will not see the tab. Therefore, the most likely cause is that the plugin is not active.

Answer

The user does not have the 'itil' role.

Answer

The incident is not in the 'In Progress' state.

Answer

The user needs to be a member of the 'Major Incident Management' group.