CIS-ITSM Practice Exam 4 — 20 Questions

Question 1

An ITIL process owner wants to ensure that when a Problem record is set to 'Resolved', the 'Root cause' field is mandatory. Which out-of-the-box or configurable feature should be verified or adjusted?

Accepted Answer

Problem Properties (com.snc.problem.mandatory_on_resolve). Problem Properties contain settings to enforce mandatory fields like root cause or workaround upon resolution.

Answer

Incident Management Properties

Answer

Change Management Properties

Answer

System Properties > UI Defaults

Question 2

What is the primary purpose of the 'Description' field on a Problem record?

Accepted Answer

To provide a detailed explanation of the symptoms and issue observed. The description field captures the detailed account of the symptoms and observations reported when the problem was logged.

Answer

To hold the XML payload of inbound emails

Answer

To log the license key of the software

Answer

To store the administrator's login credentials

Question 3

A problem has been investigated, and a permanent fix has been identified. When the problem coordinator creates a known error article from the problem record, how does this workflow assist Incident Management?

Accepted Answer

It populates knowledge base articles with workarounds that agents can reference to resolve or workaround active incidents.. Known error articles published from problems appear in knowledge searches for service desk agents, allowing them to attach workarounds to active incidents.

Answer

It triggers an automatic change request to deploy the fix to production.

Answer

It removes the incident-to-problem relationship and creates a parent-child incident hierarchy.

Answer

It automatically closes all active incidents matching the problem category.

Question 4

Which tab or related list on a Problem record displays the individual tasks assigned to various groups to investigate specific components of the root cause?

Accepted Answer

Problem Tasks. Problem Tasks are managed in the 'Problem Tasks' related list on the Problem form.

Answer

Child Incidents

Answer

Outages

Answer

Affected CIs

Question 5

Which THREE types of metrics can be tracked using the baseline Incident Management SLA and Metric definitions? (Choose three.)

Accepted Answer

Duration an incident spent in a specific assignment group.. Metrics and SLAs track operational metrics such as assignment group duration, resolution time, and SLA breach statuses.

Answer

The exact GPS coordinates of the technician resolving the ticket.

Answer

The physical CPU utilization of the server hosting the database.

Question 6

A Problem record is linked to multiple incidents. When the Problem is resolved, a custom requirement dictates that an email notification must be sent to the callers of all associated active incidents. Which ServiceNow component is best suited to trigger this efficiently?

Accepted Answer

A Business Rule on the Problem table that fires an event for each related active incident. A Business Rule running on the Problem table when state changes to Resolved can query related incidents and trigger event notifications.

Answer

A Client Script utilizing GlideAjax to send emails synchronously

Answer

A Record Producer attached to the Incident table

Answer

An Email Client Template configured on the Problem form

Question 7

What does the 'Root cause summary' field on a Problem record typically capture?

Accepted Answer

The detailed explanation of the underlying cause determined during investigation. The root cause summary documents the underlying fundamental cause of the problem once determined.

Answer

The SLA breach percentage for the problem task

Answer

A list of all engineers who logged into the server

Answer

The purchase order number of the replacement hardware

Question 8

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. Emergency changes require rapid creation and expedited approval paths.

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 9

Which THREE methods can be used to assign incoming Problem records to the correct assignment group automatically? (Choose three.)

Accepted Answer

Flow Designer or Workflow assignment logic. Assignment rules, Data Lookup rules, and Workflow/Flow Designer assignment logic automatically route tasks to groups.

Answer

Random guessing by junior service desk agents

Answer

Manually rolling dice in the server room

Question 10

An enterprise uses Agile Development in tandem with Problem Management. When a root cause points to a software defect, the team wants to create a Defect record in ServiceNow Agile Development directly from the Problem form. How is this integration typically achieved?

Accepted Answer

By configuring a UI Action on the Problem form that instantiates an Agile Defect record and establishes a relationship. Configuring UI Actions or extending Agile Development plugins enables creating Agile artifacts (Stories, Defects, Epics) from task forms like Problem.

Answer

By mapping Data Lookup definitions between rm_defects and problem tables

Answer

By editing the core cmdb_ci relationship formatter

Answer

By changing the base table of the problem table to rm_defect

Question 11

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. Templates allow users to apply predefined sets of field values to a form quickly.

Answer

Quick Messages

Answer

Data Policies

Answer

Catalog Client Scripts

Question 12

An organization wants to enable the 'Create Problem' button on incident forms only when the Incident Category is set to 'Network'. Where should this condition be evaluated?

Accepted Answer

In the Condition field of the 'Create Problem' UI Action record. UI Actions have a 'Condition' field where administrators can write server-side evaluation scripts or conditions (e.g., current.category == 'network') to control button visibility.

Answer

In the Data Policy configuration

Answer

In a Client Script using g_form.setDisabled()

Answer

In a UI Policy applied to the Incident form

Question 13

Which module allows problem managers to review unassigned problems that require triage and assignment?

Accepted Answer

Open - Unassigned. The 'Open' or 'Unassigned Problems' modules under Problem Management provide lists of unassigned records needing attention.

Answer

Closed Problems

Answer

Known Errors

Answer

My Work

Question 14

An ITIL process architect wants to ensure that all Problem records include a mandatory 'Category' and 'Subcategory'. Where can this be enforced without writing custom validation scripts?

Accepted Answer

Dictionary entry configuration by setting Mandatory to true. Dictionary entries for Category and Subcategory can have their 'Mandatory' checkbox checked, or UI Policies can be configured.

Answer

Global System Properties file

Answer

Module Editor argument field

Answer

UI Action condition builder

Question 15

An administrator needs to track how many times an incident has been reassigned between different assignment groups to measure process efficiency. Which feature or field type natively captures and displays this movement?

Accepted Answer

The Reassignment count field on the Task table.. The Incident table inherits from Task, which includes the Reassignment count field, incremented automatically by business rules whenever the assignment group changes.

Answer

Audit Log History (sys_audit)

Answer

Metric Definition (Metrics)

Answer

SLA Breach Counter

Question 16

An enterprise organization requires that when a Major Incident Candidate is promoted to a Major Incident, a dedicated Major Incident workspace opens automatically, and specific child incidents are automatically associated. Which plugin must be activated to utilize the formal Major Incident Management workbench and associated workflows in ITSM?

Accepted Answer

com.snc.incident.mim. The Major Incident Management plugin (com.snc.incident.mim) provides the workbench, state flows, and dedicated workspace features for managing major incidents.

Answer

com.snc.problem.mim

Answer

com.snc.itsm.major_incident

Answer

com.snc.incident_management.advanced

Question 17

During the review of a scheduled Normal Change, the Change Management conflict engine flags an overlap. The conflict is detected against another change record that targets a different CI, but both CIs depend on the same parent business service. How does the conflict engine identify this relationship?

Accepted Answer

By evaluating upstream and downstream relationships in the cmdb_rel_ci table linked to shared dependent CIs or business services.. ServiceNow's conflict detection engine evaluates relationships stored in the Configuration Management Database (CMDB) CI Relationship table (cmdb_rel_ci) to identify upstream and downstream dependencies, such as shared business services or parent CIs.

Answer

By comparing the assignment groups of the tasks to see if they share the same manager.

Answer

By checking if both change records reference the same parent service portfolio offering in Service Portfolio Management.

Answer

Through the Change Schedule map view overlapping boundaries calculated exclusively by the location field.

Question 18

An IT team wants to prevent agents from closing an incident unless the 'Resolution code' and 'Resolution notes' fields are populated. Which configuration tool is best suited to enforce this requirement upon clicking 'Resolve'?

Accepted Answer

UI Policy. Client Scripts or UI Policies can enforce mandatory fields on form submission or state transition, but Data Policies or UI Policies specifically manage mandatory field states.

Answer

Dictionary Overrides

Answer

Access Control Lists (ACLs)

Answer

Assignment Rules

Question 19

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). Custom fields in ServiceNow automatically prepend 'u_' to ensure they do not conflict with baseline table schema columns.

Answer

It must match an existing incident table column exactly

Answer

It must contain uppercase spaces for readability

Answer

It must start with 'sys_' to ensure system privileges

Question 20

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). CAB Workbench setup involves CAB definitions, meeting instances, agenda items, and attendee tracking.

Answer

Incident Major Problem Log

Answer

Risk Assessment Metric Categories