CIS-ITSM Practice Exam 4 — 20 Questions

Question 1

An organization wants to capture 'Resolution Code' values that are specific to the 'Network' category. How is this achieved?

Accepted Answer

Dependent Values on the Choice field. Dependent Values on a Choice field is the standard ServiceNow mechanism for cascading choice lists, where the options in one field are filtered based on the value selected in another. To capture Resolution Codes specific to the 'Network' category, you configure the Resolution Code choice field with a dependent relationship to the Category field, so only Network-related codes appear when Category = Network.

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ACLs

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System Properties

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Client Script

Question 2

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.

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

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

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

Question 3

A change coordinator notices that conflict detection generated a 'Soft Conflict'. How does a soft conflict differ from a hard conflict in ServiceNow?

Accepted Answer

Soft conflicts provide a warning without automatically blocking progress, whereas hard conflicts can block the change workflow. In ServiceNow change management, a soft conflict is a warning that does not block the change workflow, whereas a hard conflict can prevent the change from proceeding or require explicit override. Soft conflicts alert the change coordinator to potential scheduling or CI overlaps but allow the change to continue. This distinction is defined in conflict detection rules.

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Soft conflicts are generated by manual user input, whereas hard conflicts are automated

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Soft conflicts only apply to standard changes

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Soft conflicts require CAB approval, while hard conflicts do not

Question 4

Which role is required to create a new Standard Change proposal?

Accepted Answer

itil. The itil role is required to create a new Standard Change proposal in ServiceNow ITSM. Standard Changes are pre-approved, low-risk changes, and the itil role grants the necessary access to the Change Management application to propose them. Users without itil cannot access the change creation workflow.

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discovery_admin

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catalogue_builder

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security_admin

Question 5

You are tasked with configuring the Incident Priority Matrix. If an Incident has an Urgency of 2 and an Impact of 2, what is the default Priority?

Accepted Answer

Priority 3 - Moderate. In the ServiceNow Incident Priority Matrix, Priority is derived from the combination of Impact and Urgency using a default lookup table. For the intersection of Urgency = 2 and Impact = 2, the default Priority is 3 (Moderate). This follows the standard ITIL-based matrix where only combinations of high urgency and high impact yield Priority 1 or 2, while mid-range combinations produce Priority 3.

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Priority 4 - Low

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Priority 2 - High

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Priority 1 - Critical

Question 6

Which user role is required by default to create, manage, and close incident records within the standard ServiceNow IT Service Management application?

Accepted Answer

itil. The 'itil' role is the standard user role required to create, manage, and close incident records in ServiceNow ITSM. It grants the necessary permissions to perform these actions without granting full administrative privileges. The other roles either provide read-only access or are too broad.

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snc_read

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sn_incident_write

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admin

Question 7

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. ServiceNow ships an out-of-the-box UI Action named 'Assign to me' on the Incident table that sets the Assigned to field to the current user in a single click. It is a form button visible when the incident is unassigned (or reassignable) and is the standard mechanism analysts use to claim work.

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Claim Incident

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Self-Assign

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Take Ownership

Question 8

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 is the default action that creates a new Problem record and populates related fields such as the short description and links the originating incident. This establishes the Problem-Incident relationship out of the box. It is the standard mechanism a Problem Coordinator uses to initiate problem management from an incident.

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Associate to Problem

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Create Major Incident

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Promote to Problem

Question 9

An administrator wants to hide a variable set on a catalog item form when a checkbox variable is unchecked. Where should this behavior be configured?

Accepted Answer

Catalog UI Policy. A Catalog UI Policy is the correct mechanism to hide a variable set when a checkbox variable is unchecked. UI Policies provide declarative, no-code control over field visibility, mandatory, and read-only states on catalog forms, and they support conditions based on other variables. The policy's action would target the variable set (or its contained variables) and set 'Visible = false' when the checkbox is false.

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Catalog Client Script (onLoad)

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Workflow properties

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Order Guide Rule Base

Question 10

An incident has been inactive in the 'Resolved' state for a specific number of days defined by system properties. Which out-of-the-box scheduled job automatically moves it to 'Closed'?

Accepted Answer

Autoclosed Incidents. The 'Autoclosed Incidents' scheduled job in ServiceNow automatically transitions incidents that have been in the Resolved state beyond the configured number of days (defined by system properties like glide.incident.autoclose.delay) to the Closed state. It is the out-of-the-box job responsible for this lifecycle transition.

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Incident Escalation Job

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Data Archival Job

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SLA Generation Job

Question 11

When designing a Record Producer that maps user input to the Incident table, an administrator notices that the 'Caller' field on Incident is not populating correctly even though the variable is mapped to 'caller_id'. What is the most likely reason?

Accepted Answer

The variable type is set to Single Line Text instead of Reference pointing to the sys_user table.. For a Record Producer to correctly populate a reference field like Caller on the Incident table, the variable mapped to that field must be of type Reference and point to the sys_user table. A Single Line Text variable, even if named 'caller_id', will store a string value that cannot be resolved to a valid user sys_id, resulting in an empty or incorrect Caller field. The mapping process relies on the variable's type to determine how to transfer data to the target field.

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The variable name must exactly match 'sys_id' to populate reference fields.

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Record producers cannot map fields to the Incident table due to security restrictions.

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The Incident table requires an active Business Rule to accept record producer inputs.

Question 12

When creating a Catalog Client Script, what is the purpose of selecting 'Mobile / Service Portal' as the UI type?

Accepted Answer

It ensures the script executes correctly in Service Portal and mobile interfaces where DOM manipulation is restricted.. Selecting 'Mobile / Service Portal' as the UI type in a Catalog Client Script ensures the script is compatible with the Service Portal and mobile interfaces, which use AngularJS instead of the classic Jelly/Prototype-based UI. In these environments, direct DOM manipulation (e.g., using $j or document.getElementById) is restricted or behaves differently, so the script must use the client-side API (g_form, g_user, etc.) that abstracts the UI. This option correctly identifies that the script executes properly in those interfaces by adhering to their constraints.

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It restricts the script to run exclusively on native iOS and Android mobile apps.

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It bypasses client-side caching for catalog item variables.

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It automatically converts jQuery syntax into AngularJS directives.

Question 13

A catalog administrator needs to create a collection of variables that can be reused across multiple catalog items. Which feature should they use?

Accepted Answer

Variable Sets. Variable Sets are reusable collections of variables that can be attached to multiple catalog items, allowing administrators to define a set of variables once and include it wherever needed. This promotes consistency and reduces duplication across catalog items.

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Variable Templates

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Variable Collections

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Catalog Item Groups

Question 14

An administrator wants to add a custom field called 'Root Cause Category' to the Problem table. What is the recommended best practice for naming the column name in ServiceNow?

Accepted Answer

The system automatically prefixes custom fields with 'u_' (e.g., u_root_cause_category). ServiceNow automatically prefixes custom fields created on any table with 'u_' to distinguish them from out-of-box (OOB) system fields. This convention prevents naming collisions with future platform upgrades and makes it easy to identify customizations during cloning or upgrade reviews. So a custom field named 'Root Cause Category' becomes 'u_root_cause_category' on the Problem table.

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It must match an existing incident table column exactly

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It must contain uppercase spaces for readability

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It must start with 'sys_' to ensure system privileges

Question 15

What is the definition of a 'Known Error' in ITIL and ServiceNow Problem Management?

Accepted Answer

A problem that has a documented root cause and a temporary workaround, but no permanent fix yet. A Known Error in ITIL and ServiceNow Problem Management is a problem whose root cause has been identified and documented, and for which a workaround exists, but a permanent fix has not yet been implemented. This state is reached after the problem investigation phase confirms the underlying cause. It is distinct from a resolved problem, which has a permanent fix applied.

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A software bug that has been successfully patched and deployed to production

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An expired knowledge base article

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An incident that has been rejected by the service desk three times

Question 16

Which TWO of the following are primary benefits of utilizing Standard Changes in ServiceNow? (Choose two.)

Accepted Answer

They bypass traditional CAB approval because they are pre-approved. Option C is correct because Standard Changes are pre-approved by the Change Management process, so they do not require individual CAB review or approval each time they are executed, which speeds up delivery. Option E is correct because Standard Changes follow a documented, repeatable procedure for frequent, low-risk changes, ensuring consistency and reducing administrative overhead. Option A is incorrect because Standard Changes are low-risk and pre-authorized, so mandatory manual risk assessment questionnaires for every execution are not a primary benefit and would defeat their purpose. Option B is incorrect because emergency incident swarming is associated with major incidents or emergency changes, not routine Standard Changes. Option D is incorrect because Standard Changes are intended for low-risk, routine changes, whereas major, high-risk infrastructure overhauls would typically follow Normal or Emergency Change processes.

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They require mandatory manual risk assessment questionnaires for every execution

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They automatically trigger emergency incident swarming

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They are designed for major, high-risk infrastructure overhauls

Question 17

A customized Problem workflow utilizes legacy workflow engine. During testing, a workflow timer activity fails to resume after a server restart. What is the most likely cause related to workflow engine execution?

Accepted Answer

The system scheduler (sys_trigger) or workflow event queue processing encountered an issue. Legacy workflow timers in ServiceNow are driven by the system scheduler (sys_trigger) and the workflow event queue. If a timer activity fails to resume after a server restart, the most likely cause is that the scheduler or event queue processing was interrupted or not properly restored. This prevents the timer from firing and resuming the workflow.

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The browser cache needs clearing

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The user session expired

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The Problem form layout was modified

Question 18

Which TWO actions can a Catalog UI Policy perform on catalog item variables without writing code? (Choose two.)

Accepted Answer

Make variables mandatory or optional. Catalog UI Policies are no-code configuration records in ServiceNow that dynamically control the behavior of catalog item variables on the form. Option A is correct because a Catalog UI Policy can set a variable's Mandatory field to true or false, forcing or removing the requirement that the user supply a value before submission. Option E is correct because the same policy can toggle a variable's Visible field, showing or hiding it based on conditions such as the value of another variable. The remaining options are incorrect: compiling Java source code (B) is a development activity unrelated to UI policies, deleting user profile records (C) is a data operation performed by users or scripts, and creating new database tables (D) is a schema change done through table administration, none of which a Catalog UI Policy can do.

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Automatically compile Java source code

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Delete user profile records

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Create new database tables

Question 19

An administrator needs to create a variable that is shared across multiple catalog items in ServiceNow. Which feature should the administrator use to achieve this efficiently without recreating the variables each time?

Accepted Answer

Variable Set. A Variable Set is a reusable container of variables that can be attached to multiple catalog items, record producers, or other variable sets. This allows the administrator to define variables once and share them across items without recreating them, which is exactly the requirement.

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Order Guide

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Catalog UI Policy

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Record Producer

Question 20

When utilizing Flow Designer to fulfill a Service Catalog request, how should the flow access the variables submitted by the user on the catalog item?

Accepted Answer

Through the 'Requested Item' record data pill, accessing the 'Variables' section. In Flow Designer, catalog item variables submitted by the user are accessible through the 'Requested Item' record data pill, which exposes a 'Variables' section containing all the variable values. This is the standard, supported way to reference catalog variables within a flow.

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By calling a client-side script from the flow action

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Using a legacy GlideRecord query on sc_item_option_mtom

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Using system properties configured in the flow inputs