CIS-ITSM Practice Test 21 — 15 Questions

Question 1

Which THREE components are configured when setting up a Service Level Agreement (SLA) Definition for Incident Management? (Choose three.)

Accepted Answer

Start condition. An SLA definition requires specifying the target table, duration/schedule, and workflow conditions (Start, Stop, Pause).

Answer

Assignment rule mapping

Answer

Data policy rule

Question 2

When using the CAB Workbench, meeting attendees can vote on change requests. Where are these votes stored in the database?

Accepted Answer

wm_decision and related CAB meeting tables. CAB votes are stored in the wm_m2m_cy_attendee or wm_decision / wm_agenda related tables governing CAB meeting interactions.

Answer

asmt_assessment_instance

Answer

approval_history

Answer

sys_audit

Question 3

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). Assessments are triggered via Assessment Metrics and Metric Types, often invoked via business rules or workflow activities when entering the Assess state.

Answer

Scheduled jobs running nightly

Answer

Email notifications with mail scripts

Answer

Client scripts on the change request form

Question 4

Which ServiceNow table stores CAB meeting records?

Accepted Answer

wm_meeting. CAB meetings are stored in the wm_meeting table (extending wm_task or work management).

Answer

sys_user_group

Answer

std_change_proposal

Answer

change_request

Question 5

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

Accepted Answer

Planned end date. Planned start date and Planned end date define the proposed implementation window for changes.

Answer

Due date

Answer

Sys created on

Answer

Closed date

Question 6

A change practitioner needs to create a reusable change record for a routine, low-risk, and well-documented software update that does not require formal CAB approval. Which feature should be used to achieve this?

Accepted Answer

Standard Change Catalog. Standard changes are pre-authorized, low-risk, and repeatable changes that are published to a catalog for users to select. They do not require normal approval flows like CAB review.

Answer

Emergency Change model

Answer

Standard Change Catalog

Answer

Normal Change workflow

Question 7

Which TWO types of schedules can be utilized to prevent changes from occurring during critical business hours? (Choose two.)

Accepted Answer

Maintenance Schedules. Blackout schedules and maintenance schedules help govern when changes can or cannot occur.

Answer

Asset Depreciation Schedules

Answer

Employee Shift Schedules

Answer

Knowledge Article Expiration Schedules

Question 8

A change request is stuck in 'Assess' state despite all conditions being met. What is the most likely cause if the 'Risk Assessment' is complete?

Accepted Answer

The risk assessment record has not been approved.. The 'Risk Assessment' must be approved; if the assessment is 'Complete' but the Change is not moving, the risk assessment workflow or approval rule might be misconfigured.

Answer

The CI is not active.

Answer

The CAB Workbench has not been scheduled.

Answer

The change window is closed.

Answer

Conflict detection has not run.

Question 9

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 models and approval definitions or advanced workflow/flow designer logic can evaluate risk and inject required approval groups.

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 10

An organization wants to ensure that change tasks of type 'Implementation' cannot be closed unless the parent change request is in the 'Implement' state. How is this relationship typically enforced?

Accepted Answer

Business rules and state validation on the change_task table. State validation rules and business rules on the change_task table ensure tasks align with parent change lifecycle states.

Answer

Client scripts running on the portal view

Answer

Dictionary overrides on the state field

Answer

CMDB class relationship definitions

Question 11

Which TWO criteria are typically evaluated when selecting whether a change should be classified as a Standard Change rather than a Normal Change? (Choose two.)

Accepted Answer

The change has a proven history of success and is repeatable. Standard changes must be low risk, repeatable, well-documented, and pre-approved.

Answer

The change requires a full CAB review and multi-level executive sign-off

Answer

The change affects the entire enterprise core data center simultaneously with unknown impact

Answer

The change requires urgent, immediate implementation due to an active outage

Question 12

Which TWO steps are required to publish a new Standard Change template from a proposal? (Choose two.)

Accepted Answer

Publish the proposal to make it available in the Standard Change Catalog. Standard change proposals must be reviewed and authorized by an appropriate role before publishing to the catalog.

Answer

Execute an automated network vulnerability scan

Answer

Convert the proposal into an Emergency Change record

Answer

Manually write a custom Business Rule for every proposal

Question 13

If you perform a 'Mass Update' on multiple Change Requests, which feature ensures that risk assessments are recalculated for every record?

Accepted Answer

Business Rule. Business rules on the 'change_request' table are typically responsible for triggering the 'recalculate_risk' logic upon field updates.

Answer

Scheduled Job

Answer

Flow Designer

Answer

UI Policy

Answer

Client Script

Question 14

A change manager wants to restrict who can approve Emergency Changes. Where is this restriction configured?

Accepted Answer

Change Authorities and Approval Definitions. Emergency change approvals are governed by change models, approval definitions, or change authorities assigned to emergency changes.

Answer

Incident Management Properties

Answer

Global Business Rules only

Answer

Service Catalog Access Controls

Question 15

When an administrator troubleshoots why conflict detection did not flag an overlap between two change requests, which THREE factors should be investigated? (Choose three.)

Accepted Answer

Whether conflict detection properties and business rules are active and enabled. Conflict detection relies on matching CIs (or related CIs), overlapping date/time windows, and active conflict configuration properties.

Answer

Whether the user submitting the change has the security_admin role

Answer

Whether the target CI classes are excluded from incident management