CIS-ITSM Practice Exam 3 — 20 Questions

Question 1

During an order guide configuration, an administrator needs to ensure that specific catalog items are automatically added to the cart based on the user's answers in the initial 'Describe Needs' prompt. Where should the administrator define this logic?

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

Accepted Answer

Order Guide Rule Base. Order Guide Rule Base is the configuration area where administrators define rules that determine which catalog items are included in the cart based on the user's answers to the initial 'Describe Needs' questions. Each rule specifies a condition (based on the order guide's variables) and the catalog items to add when the condition is true. This is the native mechanism for conditional item inclusion in an order guide.

Answer

Workflow Properties

Answer

Cart Layout

Answer

Catalog Client Script

Question 2

Which TWO statements are true regarding Record Producers in ServiceNow? (Choose two.)

Accepted Answer

Variables can be mapped directly to fields on the target table record. Option B is correct because Record Producers use variable-to-field mapping so that values entered in the producer's variables are written directly into fields on the newly created target record. Option E is correct because a Record Producer is defined with a target table (for example Incident, sc_req_item, or a custom table), and submitting the producer creates a record in that specified table. Options A, C, and D are incorrect: Record Producers do not block Service Portal access, they are not limited to sc_req_item, and they do not require an Order Guide to function.

Answer

They prevent users from accessing the Service Portal

Answer

They are restricted to creating records only in the sc_req_item table

Answer

They require an Order Guide to function

Question 3

Which THREE factors can be used by the Change Conflict Detection engine to identify a conflict?

Accepted Answer

Planned start and end dates. The Change Conflict Detection engine identifies conflicts by comparing the planned start and end dates (B) of changes, since overlapping schedules on the same resource create a scheduling conflict. Blackout or maintenance windows (C) are also used, because a change scheduled inside a restricted window conflicts with the policy-defined freeze period. The Configuration Item (CI) (E) is a key factor, as conflicts are detected when multiple changes target the same CI or related CIs. The change requester's location (A) is not a conflict criterion, since geography alone does not create a scheduling or resource conflict. The change priority level (D) is not used to detect conflicts; priority affects approval and sequencing, not whether a conflict exists.

Answer

The change requester's location

Answer

The change priority level

Question 4

You are configuring a Catalog UI Policy to hide a specific variable on a catalog item form. Which setting ensures the policy also applies when the variable is viewed in the Request Item (RITM) form?

Accepted Answer

Applies on Requested Items. The 'Applies on Requested Items' setting on a Catalog UI Policy ensures the policy's actions (like hiding a variable) also apply when the variable is displayed on the Request Item (RITM) form, not just the initial catalog item form. Without this, the UI policy only affects the catalog item view, and the variable may still appear on the RITM. This is the specific checkbox that extends the policy's scope to requested items.

Answer

Reverse if false

Answer

Catalog conditions

Answer

Global scope enforcement

Question 5

An auditor wants to verify the physical existence and accuracy of datacenter hardware CIs by having owners attest to their records. Which application provides this attestation capability?

Accepted Answer

Data Certification. The Data Certification application in ServiceNow provides the capability for owners to attest to the accuracy of their Configuration Items (CIs) and other records. It is designed for periodic certification campaigns where users verify that the data is correct. The other options do not provide this attestation functionality.

Answer

Asset Management Audit module

Answer

CI Class Manager attestation wizard

Answer

CMDB Health Dashboard compliance tab

Question 6

An order guide is configured with three catalog items. The administrator wants to ensure that a specific item in the order guide is only displayed in the rule base when the user selects 'International' in a location variable. Where is this condition specified?

Accepted Answer

Order Guide Rule Base condition builder. The Order Guide Rule Base condition builder is where you define the logic that determines which catalog items are included or excluded from the order guide based on user selections. When a user selects 'International' in a location variable, the rule base evaluates that condition and conditionally displays the specific item. This is the native mechanism for conditional item inclusion in order guides, not a UI policy or workflow activity.

Answer

Workflow switch activity

Answer

Variable Set mapping table

Answer

Catalog UI Policy on the parent order guide

Question 7

Which feature allows an agent to create a knowledge article directly from an Incident?

Accepted Answer

Create Knowledge UI Action. The 'Create Knowledge' UI Action on the Incident form allows an agent to generate a knowledge article pre-populated with incident details such as short description, description, and resolution notes. This native UI Action streamlines the knowledge creation process directly from the incident context.

Answer

Incident Template

Answer

Import Set

Answer

Knowledge Management Plugin

Question 8

Which application menu contains the module for creating and managing Catalog Categories?

Accepted Answer

Service Catalog > Administration > Categories. In ServiceNow, Catalog Categories are managed from the Service Catalog application's Administration section. The correct path is Service Catalog > Administration > Categories, which opens the Category table where you can create, edit, and organize categories and subcategories for catalog items. This location is consistent with other catalog administration tasks like catalog management and item design.

Answer

System Definition > Catalog Categories

Answer

Request Management > Categories

Answer

Self-Service > Category Setup

Question 9

Which TWO fields are commonly used to define the execution window of a change request? (Choose two.)

Accepted Answer

Planned end date. In change management, the execution window is the period during which the change work is authorized to be performed, and it is bounded by the Planned start date (option D) and the Planned end date (option A). The Planned start date marks when the change implementer may begin the change tasks, while the Planned end date marks the deadline by which the change must be completed, together defining the window. The Due date (option B) is a general task/SLA deadline and does not establish the beginning of the authorized execution period, so it does not define the window. Sys created on (option C) is an audit timestamp of when the record was created, and Closed date (option E) records when the change was actually closed, neither of which specifies the planned execution window.

Answer

Due date

Answer

Sys created on

Answer

Closed date

Question 10

Which TWO of the following settings are required for the CAB Workbench to function correctly?

Accepted Answer

Scheduled CAB meetings. Option C is correct because the CAB Workbench is driven by scheduled CAB meetings; the workbench aggregates the change records that are linked to a CAB meeting's agenda, so without scheduled meetings there is nothing for the workbench to display or manage. Option E is correct because a CAB Definition record is the configuration that tells the CAB Workbench which table, fields, and meeting-related settings to use, so the workbench cannot render or function without a defined CAB Definition. Option A is not required, since the CAB Workbench does not depend on a dedicated CI for the CAB; it works from CAB definitions and meetings rather than a specific configuration item. Option B is not required, as the workbench does not mandate an assigned ITIL manager role to operate. Option D is not required, because an active workflow for every change is a change-management process concern and is not a prerequisite for the CAB Workbench to function.

Answer

A dedicated CI for the CAB

Answer

An assigned ITIL manager

Answer

An active workflow for every change

Question 11

An administrator needs to modify the window of time considered by the Conflict Detection engine when checking for overlapping changes on the same Configuration Item (CI). Where is this conflict time window configured?

Accepted Answer

System Properties (prefix com.snc.change_management.conflict). The conflict detection time window is configured in System Properties with the prefix com.snc.change_management.conflict. These properties define the window before and after a change during which overlapping changes on the same CI are flagged. Administrators adjust these values to control how far apart changes must be to avoid conflicts.

Answer

The ConflictFinderSNC script include hardcoded constants

Answer

CI Relationship types table

Answer

Change Properties module under 'Conflict' tab

Question 12

Where can users view all scheduled changes across the infrastructure?

Accepted Answer

Change Schedule. The Change Schedule in ServiceNow provides a calendar view showing all scheduled changes across the infrastructure, allowing users to visualize planned maintenance windows, identify overlaps, and coordinate changes. It aggregates change requests by their planned start and end dates and can be filtered by CI, group, or other criteria. This is the primary interface for viewing scheduled changes.

Answer

Dashboard

Answer

Configuration Item list

Answer

Service Portal

Answer

CAB Workbench

Question 13

An enterprise requires that whenever a change request's risk is calculated as 'High', the change model automatically enforces an additional approval from the Security Operations team. How can this requirement be met?

Accepted Answer

Configuring Change Approval Policies or Approval Definitions tied to the Change Model based on risk criteria. Change Approval Policies or Approval Definitions in ServiceNow allow you to define conditional approvals based on risk. By tying a policy to the Change Model and setting conditions such as risk = High, the system automatically enforces an additional approval from the Security Operations group. This is the standard, declarative way to meet the requirement without custom code.

Answer

Adding Security Operations as the primary assignment group

Answer

Writing a client script on the Risk Assessment form

Answer

Modifying the system date/time format

Question 14

What is the function of the 'No 'Add to Cart'' checkbox on a catalog item form?

Accepted Answer

It removes the 'Add to Cart' button, leaving only the 'Order Now' button.. The 'No Add to Cart' checkbox on a catalog item form, when checked, removes the 'Add to Cart' button from the item's catalog page, leaving only the 'Order Now' button. This forces users to go through the checkout process immediately for that item, rather than adding it to a cart with other items. It does not disable ordering entirely.

Answer

It completely disables ordering of the item.

Answer

It prevents the item from appearing in search results.

Answer

It restricts checkout to users with the admin role.

Question 15

Which TWO factors are typically evaluated by the ServiceNow Conflict Detection engine when checking a change request? (Choose two.)

Accepted Answer

Schedule overlaps with other change requests on the same CI. The ServiceNow Conflict Detection engine evaluates whether a change request's planned window collides with other scheduled changes affecting the same configuration item, so option B (schedule overlaps with other change requests on the same CI) is correct because overlapping maintenance windows on a shared CI create operational risk. Option D (blackout schedules prohibiting changes during specific critical periods) is also correct because the engine checks the change against defined blackout/maintenance windows to prevent changes during frozen or critical business periods. Options A, C, and E are not part of conflict detection: password complexity and security compliance are handled by security/audit controls, Service Catalog fulfillment costs relate to financial/request management, and CMDB hardware depreciation is an asset-financial concept, none of which the Conflict Detection engine evaluates.

Answer

User password complexity and security compliance

Answer

Service Catalog item fulfillment costs

Answer

CMDB hardware depreciation schedules

Question 16

An administrator needs to ensure that a set of variables appears on multiple Catalog Items without having to recreate them individually for each item. Which feature should the administrator configure?

Accepted Answer

Variable Set. A Variable Set is a reusable container of variables that can be attached to multiple Catalog Items, so the administrator defines the variables once and references the set on each item. This avoids duplicating variable definitions across items and keeps them synchronized when changes are needed.

Answer

Catalog Client Script Template

Answer

Record Producer

Answer

Order Guide

Question 17

An administrator needs to evaluate the overall health of the CMDB, specifically measuring the percentage of CIs that have not been updated or verified within the last 90 days. Which CMDB Health metric addresses this?

Accepted Answer

Staleness (Compliance metric). Staleness is the correct CMDB Health metric because it measures the percentage of CIs that have not been updated or verified within a defined threshold (e.g., 90 days). It falls under the Compliance metric category in CMDB Health, which tracks whether CIs meet governance requirements like timely verification. Staleness specifically uses the 'last updated' or 'last verified' timestamp to flag aging CIs.

Answer

Orphans (Correctness metric)

Answer

Audit (Completeness metric)

Answer

Duplicate CIs (Correctness metric)

Question 18

Which TWO actions happen when a conflict is detected during the change scheduling process? (Choose two.)

Accepted Answer

Conflict status indicators provide visibility into soft or hard conflicts. Option A is correct because conflict status indicators are the mechanism that surfaces whether a detected scheduling clash is a soft conflict (a warning that can often be resolved by rescheduling) or a hard conflict (a genuine overlap that must be addressed before the change can proceed), giving change managers the visibility needed to act. Option E is correct because when the scheduling process detects a conflict, it creates conflict records that are stored and shown in the Conflicts related list on the change request, providing an auditable, actionable record of the clash. The remaining options do not belong: B is wrong because conflict detection does not trigger a company-wide email broadcast, C is wrong because a scheduling conflict never automatically retires the affected configuration item from service, and D is wrong because the change request is not deleted from the database — it is retained and flagged so the conflict can be resolved.

Answer

An automated email is broadcast to all company employees

Answer

The configuration item is automatically retired from service

Answer

The change request is automatically deleted from the database

Question 19

Which TWO actions should be taken when an Emergency Change is required in production? (Choose two.)

Accepted Answer

Create an Emergency change request detailing the urgent issue and remediation plan. Option A is correct because an Emergency Change must still be documented via a change request that captures the urgent issue, the remediation plan, and the associated risk/impact so the change is traceable and auditable. Option C is correct because emergency changes are handled through a pre-defined expedited approval path (an Emergency CAB or delegated approver model) rather than the normal change calendar, allowing rapid authorization while preserving governance. Options B, D, and E are incorrect: converting the change to a standard change template (B) is inappropriate since standard changes are pre-approved, low-risk, and repetitive, not urgent unplanned fixes; disabling auditing and logging (D) violates compliance and destroys the audit trail needed for post-implementation review; and waiting for the next monthly CAB (E) defeats the purpose of an emergency change, which by definition cannot wait for the normal change cycle.

Answer

Convert the change into a standard change template

Answer

Disable all auditing and logging on the instance

Answer

Wait for the next monthly CAB meeting scheduled three weeks away

Question 20

Which role is the minimum required to read and update incident records?

Accepted Answer

itil. The itil role in ServiceNow is the minimum role that grants read and write access to incident, problem, and change records. It is designed for ITIL process users such as service desk agents who need to work on incidents daily. The user role alone cannot update incidents, and admin/itil_admin are higher-privileged than required.

Answer

user

Answer

admin

Answer

itil_admin