CIS-ITSM Practice Exam 2 — 20 Questions

Question 1

A service desk manager wants to ensure that when an incident is assigned to the Hardware group, the Assignment group field automatically populates the Assigned to field with a specific default handler if left empty, or dynamically limits the list of assignees. Which core ServiceNow feature should be configured to automatically populate or route incident assignment within a specific group?

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

Accepted Answer

Assignment Rules. Assignment rules or configurable business rules/Client Scripts handle this, but the native baseline method for auto-assigning based on group routing is Assignment Rules. More specifically, Assignment Rules evaluate tables and set values when conditions match.

Answer

Data Lookup Definitions

Answer

SLas definition conditions

Answer

Business Services Management

Question 2

An organization requires that when an Incident priority is set to '1 - Critical', a 'Major Incident' candidate record is created. What is the best practice approach?

Accepted Answer

Enable the Major Incident Management plugin and configure 'Major Incident Trigger Rules'. The Major Incident Management plugin provides the 'Major Incident' functionality that integrates with existing incidents.

Answer

Create a Business Rule on the Incident table

Answer

Use a Client Script to trigger a workflow

Answer

Update the Incident Priority Lookup table

Question 3

Which user role is required by default to create, manage, and close Problem records in ServiceNow?

Accepted Answer

problem. The 'problem' role is required to manage and work on problem records out-of-the-box.

Answer

change_manager

Answer

itil

Answer

major_incident_manager

Question 4

Which state indicates that a Problem has completed root cause analysis and investigation, and a fix is currently being implemented via Change Management?

Accepted Answer

Fix In Progress. The 'Fix In Progress' state indicates that investigation is done and the corrective action (such as an RFC) is being executed.

Answer

Closed

Answer

Root Cause Analysis

Answer

Assess

Question 5

An incident is associated with a Parent incident. What behavior does ServiceNow exhibit regarding state changes between parent and child incidents out of the box?

Accepted Answer

Resolving the parent incident can automatically resolve child incidents via business rules.. Out of the box, when a parent incident is resolved or closed, business rules can automatically resolve or close associated active child incidents.

Answer

Parent and child incidents must always have identical priority values.

Answer

Child incidents automatically inherit the assignment group of the parent upon creation only.

Answer

Child incidents must be manually closed one by one before the parent can close.

Question 6

A Major Incident is declared. Which THREE of the following actions are automatically performed or enabled by the Major Incident Management plugin?

Accepted Answer

Access to the Major Incident Workbench.. Major Incident Management functionality provides specific workflows to handle high-impact incidents.

Answer

Automatic assignment to the Service Desk manager.

Answer

Automatic closure of all related incidents.

Question 7

When configuring Maintenance Schedules in ServiceNow Change Management, what is the effect of defining a Maintenance Schedule versus a Blackout Schedule?

Accepted Answer

Maintenance schedules specify approved windows for changes, while blackout schedules specify prohibited periods. Maintenance schedules define when changes are allowed or preferred, whereas blackout schedules define when changes are prohibited.

Answer

Maintenance schedules are only for emergency changes, while blackout schedules apply to normal changes

Answer

There is no functional difference; they are interchangeable terms in ServiceNow

Answer

Maintenance schedules automatically close change tasks, while blackout schedules trigger conflict warnings

Question 8

An administrator needs to modify the priority lookup rules to ensure that incidents created with an Impact of 2 (Medium) and Urgency of 2 (Medium) automatically result in a Priority of 3 (Moderate). Where should the administrator navigate to configure this matrix in ServiceNow?

Accepted Answer

System Policy > Data Lookup Definitions > Priority Data Lookup Rules. Priority is determined by the Data Lookup Rules table (sys_data_lookup) which uses matchingers to set priority based on impact and urgency. Navigating to System Policy > Data Lookup Definitions > Priority Data Lookup Rules is the correct path.

Answer

System Definition > Dictionary > Incident > Priority

Answer

Incident > Administration > Priority Matrix

Answer

Service Level Management > SLA > Priority Calculation

Question 9

A service desk analyst wants to assign an unassigned incident to themselves with a single click. Which UI Action provides this functionality out of the box?

Accepted Answer

Assign to me. The 'Assign to me' UI action sets the Assigned to field to the currently logged-in user and assigns the group if empty or matches group membership context.

Answer

Claim Incident

Answer

Self-Assign

Answer

Take Ownership

Question 10

An IT administrator is configuring Service Level Agreements (SLAs) for a critical cloud infrastructure service. The requirement is that the SLA pause condition should trigger whenever a customer is actively providing requested information, but the time elapsed during the pause must be completely excluded from the duration calculation. Which SLA configuration element achieves this behavior in ServiceNow?

Accepted Answer

SLA Definition Pause Condition. Pause conditions in SLA Definitions halt the timer when met, and the duration calculation automatically excludes the paused duration from the overall percentage calculation.

Answer

Retroactive Start calculation override

Answer

SLA Workflow timer extension

Answer

Business Rule intercepting task state changes

Question 11

Which THREE metrics or attributes are commonly tracked on a Service Portfolio dashboard to measure service health and performance? (Choose three.)

Accepted Answer

SLA compliance percentage. Dashboards in SPM track SLA compliance, financial budgets versus actuals, and customer satisfaction.

Answer

Wi-Fi signal strength decibel levels

Answer

Hard drive RPM and spindle speed

Question 12

An IT director wants to view an aggregated dashboard showing all services within the 'Infrastructure Services' portfolio, categorized by their current lifecycle stage (e.g., Pipeline, Operational, Retired). Which built-in module in ServiceNow should the administrator direct the director to use?

Accepted Answer

Service Portfolio Workspace. The Service Portfolio Workspace provides interactive dashboards, lifecycle tracking, and financial roll-ups for portfolio managers.

Answer

Service Level Management Dashboard

Answer

ITSM Performance Analytics Home

Answer

Configuration Status Workspace

Question 13

A healthcare organization wants to ensure that its Electronic Health Record (EHR) service is linked correctly to its underlying infrastructure components, such as database servers and network switches, to analyze impact during outages. Which mechanism in ServiceNow should be used to achieve this business service mapping?

Accepted Answer

Application Service linked to a Business Service via CSDM relationships. Application Services in the CSDM framework map technical infrastructure to business services, enabling impact analysis and operational visibility.

Answer

Business Service Portfolio category mapping

Answer

Service Offering Pricing model

Answer

Dynamic Service Offering Subscription

Question 14

An implementation specialist is setting up the Service Portfolio in ServiceNow and needs to define the top-level container that groups services based on business units and strategic objectives. Which record type should the specialist create first?

Accepted Answer

Service Portfolio. The Service Portfolio represents the highest level of organization in Service Portfolio Management, allowing organizations to categorize services by business units, strategy, or target audience.

Answer

Service Classification

Answer

Business Service

Answer

Service Offering

Question 15

An IT team is creating a new service for employees to request standard laptop hardware. According to the Common Service Data Model (CSDM), where does this requestable item sit in relation to the Service Portfolio?

Accepted Answer

It maps directly to a Service Offering within the portfolio. Requestable items in the Service Catalog map to Service Offerings, which sit within the Service Portfolio.

Answer

It exists independently outside of the Service Portfolio hierarchy

Answer

It acts as the parent container for the Service Portfolio

Answer

It replaces the Business Service record entirely

Question 16

When configuring financial modeling and cost roll-ups for a Service Offering in SPM, which THREE data sources can contribute to the calculated cost of the offering? (Choose three.)

Accepted Answer

Direct expense lines associated with the service offering CI. Financial models in SPM can aggregate costs from underlying CIs, expense lines, and related operational expenses.

Answer

Syslog error count thresholds

Answer

Client browser cookies and cache session logs

Question 17

Which related list on a Problem form displays incidents that have been associated with that specific problem?

Accepted Answer

Child Incidents. The 'Child Incidents' related list shows incidents linked to the problem record.

Answer

Problem Tasks

Answer

Outages

Answer

Knowledge Articles

Question 18

Which TWO options represent valid ways an end user (caller) can check the status of their submitted incident? (Choose two.)

Accepted Answer

Automated email notifications triggered by lifecycle state changes. End users can check incident status via the Service Portal or via automated email notifications.

Answer

Accessing the core UI Incident list view

Answer

System Administrator impersonation

Answer

Direct database query via ODBC client

Question 19

An administrator wants to customize the mandatory fields required when closing a Problem record. Where should this requirement be configured to maintain best-practice upgradeability?

Accepted Answer

Problem Administration > Properties. ServiceNow provides Problem Properties to define close-out requirements (e.g., require workaround or root cause before close) without altering baseline business rules directly.

Answer

System UI > UI Actions > Close Problem

Answer

Global Client Script on the Task table

Answer

Dictionary Overrides on the State field

Question 20

A Problem record is associated with a Change Request via the 'Caused by change' field. When the Change Request is cancelled, a stakeholder wants the linked Problem record to automatically transition back to the 'Assess' state and notify the problem assignee. How should this be configured?

Accepted Answer

A Business Rule on the Change Request table that evaluates state changes and updates linked Problem records. A Business Rule on the Change Request table checking if state changed to Cancelled can query related problems and update their state and trigger an event.

Answer

A Data Lookup definition on the task table

Answer

A Client Script on the Problem table checking parent change status

Answer

A UI Policy on the Change form