CIS-ITSM Practice Exam 2 — 20 Questions

Question 1

Which field on the Incident form indicates the urgency of the issue from the user's perspective?

Accepted Answer

Urgency. The Urgency field on the Incident form captures how quickly the user believes the issue needs to be resolved from their perspective. In ServiceNow, Urgency is a user-supplied value (typically High, Medium, Low) that reflects the business or personal need for speed, independent of technical severity. It is a core input to the Priority calculation, which combines Urgency and Impact to determine the overall priority of the incident.

Answer

Priority

Answer

Severity

Answer

Impact

Question 2

Where do you configure the email notification that is sent to the 'Caller' when an incident is resolved?

Accepted Answer

System Notification > Email > Notifications. Email notifications in ServiceNow are configured in System Notification > Email > Notifications, where you define the notification trigger (e.g., incident resolved), recipients (e.g., Caller), and email template. This is the baseline module for all outbound notification rules.

Answer

Business Rule > Email

Answer

Incident Form Layout

Answer

Service Portal Configuration

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 specifically designed for managing Problem records in ServiceNow. It grants the necessary permissions to create, read, update, and delete problem records. This role is typically assigned to problem managers and problem coordinators.

Answer

change_manager

Answer

itil

Answer

major_incident_manager

Question 4

An organization wants to ensure that whenever a Normal Change is set to 'Assess', an automatic risk assessment questionnaire is sent to the change assignee. Which mechanism triggers this assessment out of the box?

Accepted Answer

Assessment trigger rules (asmt_metric_type / risk assessment triggers). Out of the box, ServiceNow uses Assessment trigger rules (configured on the asmt_metric_type and related trigger condition records) to automatically generate assessment instances when a record meets defined conditions — such as a Normal Change entering the 'Assess' state. These trigger rules evaluate the change record and, when matched, create an asmt_assessment_instance that sends the questionnaire to the designated recipient (the assignee). This is the native, declarative mechanism for assessment automation.

Answer

Scheduled jobs running nightly

Answer

Email notifications with mail scripts

Answer

Client scripts on the change request form

Question 5

An analyst opens an incident and needs to populate several fields quickly with predefined standard text for a VPN connectivity issue. Which ServiceNow feature should the analyst use?

Accepted Answer

Incident Templates. Incident Templates in ServiceNow allow analysts to quickly populate multiple fields with predefined standard text for common issues like VPN connectivity. Templates can pre-fill short description, description, category, assignment group, and other fields, saving time and ensuring consistency.

Answer

Quick Messages

Answer

Data Policies

Answer

Catalog Client Scripts

Question 6

Which field on a Change Request indicates whether the change was successful, successful with issues, or unsuccessful during the Post Implementation Review?

Accepted Answer

Close code. The Close code field on a Change Request indicates the outcome of the change during Post Implementation Review, with values such as 'successful', 'successful with issues', or 'unsuccessful'. This field is specifically designed to capture the final result of the change after implementation.

Answer

Category

Answer

Risk value

Answer

Conflict status

Question 7

An administrator needs to create a variable that allows a user to select a single record from the 'User' (sys_user) table. Which variable type should be selected?

Accepted Answer

Reference. A Reference variable type allows a user to select a single record from a specified table, such as sys_user. It provides a lookup field with a reference to the target table, ensuring data integrity and enabling dot-walking. This is the standard variable type for selecting one record from another table.

Answer

List Collector

Answer

Lookup Select Box

Answer

Single Line Text

Question 8

When managing known errors, what is the primary purpose of a Known Error Article in ServiceNow Problem Management?

Accepted Answer

To communicate workarounds and symptoms to support staff for faster incident resolution. A Known Error Article is a knowledge base record created from a Problem that documents the confirmed root cause (or known cause) and any available workaround. Its primary purpose is to surface that information to support agents so they can apply the workaround to related incidents, reducing resolution time while the permanent fix is being developed. It does not close incidents, deploy patches, or replace the RCA — it is a knowledge-sharing artifact tied to the Problem record.

Answer

To permanently close all related Incidents without user confirmation

Answer

To automatically deploy software patches to affected configuration items

Answer

To replace the need for creating a Root Cause Analysis document

Question 9

You want to hide the 'Impact' field from all users except those with the 'admin' role. What is the most secure way to do this?

Accepted Answer

Use an ACL.. An ACL (Access Control List) is the most secure way to restrict field-level visibility to a specific role because ACLs are enforced server-side and apply to all access paths, including UI, API, and background scripts. By creating a field-level read ACL on the Impact field that requires the 'admin' role, you ensure that only admins can see the field's value regardless of how the data is accessed. This is the recommended security mechanism in ServiceNow for role-based field restrictions.

Answer

Update the Dictionary entry.

Answer

Use a Data Policy.

Answer

Use a UI Policy.

Question 10

An administrator wants to configure SLA definitions specifically for Problem Management. Where should the SLA definition be targeted so it only applies to Problem records?

Accepted Answer

By selecting 'Problem [problem]' in the Table field of the SLA Definition record. SLA Definitions in ServiceNow are stored in the 'contract_sla' table and include a 'Table' field that determines which task type the SLA applies to. Selecting 'Problem [problem]' in that field scopes the SLA definition exclusively to Problem records, so it will not fire on Incidents, Changes, or other task types. This is the standard, out-of-the-box way to target SLAs at a specific table.

Answer

By writing a Client Script on the Incident table

Answer

In the Problem Properties module

Answer

Via Dictionary Overrides on the Task SLA table

Question 11

You are investigating why an incident was not auto-assigned. You check the Assignment Rules but notice the 'Match Conditions' are met. What is another common reason?

Accepted Answer

The Assignment Rule is not active.. A common reason an incident is not auto-assigned despite matching Assignment Rule conditions is that the Assignment Rule itself is inactive. ServiceNow only evaluates active assignment rules; an inactive rule is skipped entirely during incident creation, regardless of whether its match conditions are satisfied. Checking the 'Active' checkbox on the rule is a standard troubleshooting step.

Answer

The 'Assigned to' field is already populated.

Answer

The incident is in a closed state.

Answer

The incident was created via an Email Inbound Action.

Question 12

A fulfillment workflow needs to dynamically assign a Catalog Task to the manager of the user specified in a catalog variable named 'target_employee'. How can this be accomplished in a workflow?

Accepted Answer

Configure the Catalog Task activity assignment to use script/dot-walking to reach current.variables.target_employee.manager.. The Catalog Task activity in a workflow supports dynamic assignment via scripting. By using dot-walking on the current.variables object, you can directly reference the manager field of the user stored in the 'target_employee' variable. This approach leverages the workflow's access to the current record's variables and the referenced user's manager relationship, eliminating the need for external rules or manual group assignments.

Answer

Write a standalone Business Rule on the sys_user table.

Answer

Modify the Order Guide rule base to evaluate manager hierarchy.

Answer

Use the Assignment group field in the Catalog Task activity configuration directly.

Question 13

Which module allows administrators to configure categories and subcategories to organize Service Catalog items for end users?

Accepted Answer

Maintain Categories. The Maintain Categories module is the administrative interface in ServiceNow Service Catalog where admins create and organize the category/subcategory hierarchy that end users see when browsing the catalog. Categories defined here drive the catalog's navigation tree and can be assigned to catalog items via the Catalogs/Categories related lists. This is distinct from Maintain Items, which is where the individual catalog items themselves are created and edited.

Answer

Maintain Items

Answer

Order Guides

Answer

Catalog Definitions

Question 14

Which module allows administrators to view and manage all submitted Service Catalog Requests across the organization?

Accepted Answer

Service Catalog > Requests. The Service Catalog > Requests module in ServiceNow lists all submitted catalog requests (sc_request records) across the organization, allowing administrators to view and manage them. This is the central place to track request states, approvals, and fulfillment. It is distinct from catalog item definitions and incident management.

Answer

Service Catalog > Catalog Items

Answer

Incident > Open

Answer

Request Management > Active Cart

Question 15

A change manager needs to review the history of a change request, including all state transitions and approval decisions. Which related list on the Change Request form provides this audit trail?

Accepted Answer

Approval History / Activity Stream. The Approval History related list (and the Activity Stream) on the Change Request form records all approval decisions, state transitions, and comments, providing the audit trail the change manager needs. Approval History shows who approved or rejected and when, while the Activity Stream captures field changes and work notes. Together they satisfy the requirement to review the full history of the change.

Answer

Outages

Answer

Configuration Items

Answer

Catalog Tasks

Question 16

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 is the correct mechanism because it runs server-side on state changes and can query and update related Problem records. This ensures the transition to Assess and the notification to the problem assignee happen automatically when the change is cancelled.

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

Question 17

Which TWO features are supported by Multi-Row Variable Sets (MRVS) in ServiceNow Service Catalog? (Choose two.)

Accepted Answer

Supporting Catalog UI Policies and Catalog Client Scripts. Option B is correct because Multi-Row Variable Sets (MRVS) fully support Catalog UI Policies and Catalog Client Scripts, allowing dynamic show/hide, mandatory, and read-only behavior on the grid's fields and rows. Option D is correct because the core purpose of an MRVS is to let a user enter tabular, multi-row data collections (a grid of repeated field sets) within a single catalog item, with the collected rows stored as a JSON array in the variable's value. The unmarked options do not belong: A is wrong because MRVS does not auto-create an incident per row (that would require custom scripting or Flow Designer logic), C is wrong because MRVS data is held as JSON in the variable value rather than written directly to permanent custom table columns at cart checkout, and E is wrong because MRVS neither replaces workflows nor performs spreadsheet imports.

Answer

Automatically generating a separate incident record for each row submitted

Answer

Storing data directly in permanent custom table columns during initial cart checkout

Answer

Replacing standard workflows with spreadsheet imports

Question 18

An organization wants to ensure that when a Problem record is created, its priority is automatically calculated based on Impact and Urgency using a data lookup matrix. Which ServiceNow feature provides this capability?

Accepted Answer

Data Lookup Definitions and Matchers. Data Lookup Definitions and Matchers in ServiceNow allow administrators to define a matrix that maps input values (Impact and Urgency) to an output value (Priority). This is the standard feature for automatically calculating Priority based on a lookup table, and it is commonly used in Problem, Incident, and Change Management. The lookup executes on the server side when the record is created or updated, ensuring consistent priority assignment.

Answer

Client Script onLoad calculation

Answer

Dictionary Overrides for Priority

Answer

UI Policy Action matrix

Question 19

What is the primary function of the 'Review' state in the change lifecycle?

Accepted Answer

Conducting Post Implementation Review (PIR) and assessing success. The 'Review' state in the change lifecycle is used to conduct the Post Implementation Review (PIR) after a change has been implemented. During this state, the change manager and stakeholders assess whether the change was successful, if it met its objectives, and if any follow-up actions are needed. This is a distinct phase that occurs after implementation and before closure.

Answer

Approving standard change proposals

Answer

Running automated risk assessments

Answer

Performing initial conflict detection checks

Question 20

When configuring a CAB meeting definition, what does the 'Duration' field specify?

Accepted Answer

The planned length of time for the CAB meeting session. In ServiceNow Change Management, the 'Duration' field on a CAB meeting definition specifies the planned length of the meeting session itself. This value is used to schedule the meeting on the CAB's calendar and to determine the meeting's start and end times. It does not control change state timings, conflict detection, or lead times.

Answer

The maximum allowable time a change request can stay in the Authorize state

Answer

The window of time for conflict detection lookahead

Answer

The lead time required before submitting a normal change