CIS-ITSM Practice Test 23 — 15 Questions

Question 1

A technician is unable to see the 'CAB Workbench' module. Which role is required to access the CAB Workbench interface?

Accepted Answer

sn_change_cab.cab_manager. Access to the CAB Workbench module requires the sn_change_cab.cab_manager role, which is purpose-built to grant CAB managers the ability to view and run CAB meetings through the Workbench interface. Without this role, the module is hidden from the navigation menu.

Answer

admin

Answer

itil

Answer

cab_analyst

Answer

change_manager

Question 2

An administrator wants to add an image and descriptive formatting to a catalog item form without capturing user input. Which variable type should be used?

Accepted Answer

Label. A Label variable is used to display static text, images, or formatted instructions on a catalog item form without capturing any user input. It is purely for presentation purposes, such as adding a descriptive header or an image. This matches the requirement to add an image and descriptive formatting without input.

Answer

Reference

Answer

Checkbox

Answer

Single Line Text

Question 3

An administrator wants to ensure that a specific catalog item can only be ordered by users who possess the 'itil' role. How should this be configured without writing scripts?

Accepted Answer

Create a User Criteria specifying the 'itil' role and add it to the 'Available For' related list of the catalog item.. User Criteria records define who can see or order a catalog item, and they can be built from roles, groups, companies, or departments without scripting. Adding a User Criteria that includes the 'itil' role to the catalog item's 'Available For' related list restricts ordering to users with that role.

Answer

Configure an Order Guide rule base to restrict access based on user roles.

Answer

Assign the itil role to the 'Mandatory Roles' field on the catalog item form.

Answer

Add a Read Access Control (ACL) on the sc_cat_item table for the itil role.

Question 4

When configuring Problem Management properties (Problem Administration > Properties), which TWO behaviors can typically be controlled or enabled? (Choose two.)

Accepted Answer

Require root cause to be filled in before closing or resolving a problem. Option C is correct because Problem Management properties commonly include a setting that mandates the Root Cause field be populated before a problem can be resolved or closed, enforcing proper root cause analysis discipline. Option E is correct because these properties typically allow enabling automatic notification or communication of known workarounds to related active incidents, helping service desk agents apply interim fixes quickly. Option A is incorrect because provisioning AWS cloud infrastructure is an orchestration/automation task, not a Problem Management property. Option B is incorrect because payroll deduction rates belong to HR/payroll systems, not Problem Administration. Option D is incorrect because forcing Active Directory password resets is an identity management function, unrelated to Problem Management configuration.

Answer

Automatically provision AWS cloud infrastructure upon problem creation

Answer

Configure bi-weekly payroll deduction rates

Answer

Force all end users to reset their Active Directory passwords

Question 5

Which related list on a Problem form displays incidents that have been associated with that specific problem?

Accepted Answer

Child Incidents. The Child Incidents related list on a Problem record displays incidents that have been associated with that problem, either manually or through the problem's incident correlation process. This is the standard related list used to view and manage the incidents tied to a specific problem.

Answer

Problem Tasks

Answer

Outages

Answer

Knowledge Articles

Question 6

Which TWO of the following are valid variable types available in the ServiceNow Service Catalog? (Choose two.)

Accepted Answer

Checkbox. Checkbox (C) is a valid Service Catalog variable type that renders a single yes/no checkbox and stores a boolean value on the catalog item's variable set. Select Box (D) is also a valid variable type that presents a dropdown list of predefined choices, allowing the requester to pick one option. Both are standard catalog variable types configured under the Variable Types table (question_type). Workflow Canvas (A) is a graphical workflow design interface, not a variable type. Database View (B) is a database construct for joining tables, not a catalog variable. Access Control (E) refers to ACL security rules, not a variable type.

Answer

Workflow Canvas

Answer

Database View

Answer

Access Control

Question 7

Which THREE aspects must be considered when creating an SLA Definition for Incidents?

Accepted Answer

Start Condition.. When building an SLA Definition for Incidents, the Start Condition (C) is required because it defines the trigger event that begins the SLA timer, such as when an Incident is created or when its priority changes. The Stop Condition (D) is equally essential because it specifies the event that halts the SLA clock, for example when the Incident is resolved or closed. The Duration (E) is also mandatory since it establishes the target time, calculated against a Schedule, within which the task must be completed to meet the SLA. Assignment Group (A) is not a required SLA Definition component—it is a field on the Incident record that may be referenced in conditions but is not itself an SLA aspect. User locale (B) is irrelevant to SLA timing and does not affect how an SLA Definition is configured.

Answer

Assignment Group.

Answer

User locale.

Question 8

Which role is specifically required to create or modify 'SLA Definitions'?

Accepted Answer

sla_admin. The 'sla_admin' role is specifically designed to create and modify SLA Definitions in ServiceNow. This role grants the necessary permissions to manage SLA records and their associated configurations. Other roles like 'admin' have broad privileges but are not specifically tailored for SLA management, and 'itil' or 'incident_manager' do not have the required rights to modify SLA definitions.

Answer

itil

Answer

admin

Answer

incident_manager

Question 9

A customized Problem workflow requires integrating with an external CMDB discovery tool. When a Problem is resolved, the integration must verify CI attributes via REST. Which TWO ServiceNow features support making outbound REST calls and parsing JSON responses? (Choose two.)

Accepted Answer

Flow Designer with the 'REST Step' in IntegrationHub. Option B is correct because Flow Designer with IntegrationHub's REST step provides a no-code/low-code way to make outbound REST calls and natively parse JSON responses into flow variables, which fits the requirement to verify CI attributes when a Problem is resolved. Option D is correct because the RESTMessageV2 API (in a Script Include or Business Rule) allows server-side outbound REST calls via methods like execute() and executeAsync(), and the returned response body can be parsed with JSON.parse() to read CI attributes. Option A is not correct because Dictionary Override checkbox attributes only control field-level behavior across extended tables and have nothing to do with outbound REST or JSON parsing. Option C is not correct because client-side alert() popups only display browser messages and cannot perform server-side REST integrations. Option E is not correct because UI Policy Action visibility toggles only show or hide form fields and do not make REST calls or parse JSON.

Answer

Dictionary Override checkbox attributes

Answer

Client-side alert() popups

Answer

UI Policy Action visibility toggles

Question 10

What is the function of the 'CAB Required' flag on a Change Request?

Accepted Answer

It forces CAB approval.. The 'CAB Required' flag on a Change Request, when set to true, forces the change to go through CAB (Change Advisory Board) approval as part of its approval workflow. It ensures that the CAB reviews and approves the change before implementation.

Answer

It bypasses all approvals.

Answer

It sets the risk to high.

Answer

It automatically generates a CAB meeting.

Answer

It alerts the CAB manager.

Question 11

What is the primary function of the 'sc_request' table in the ServiceNow Service Catalog data model?

Accepted Answer

To act as the top-level container for a cart checkout containing one or more requested items. The sc_request table acts as the top-level container for a cart checkout, holding one or more sc_req_item records. It represents the overall request submitted by a user and is the parent in the request fulfillment hierarchy. This makes it the header record for reporting and approval at the request level.

Answer

To define catalog item templates

Answer

To store individual task workflows

Answer

To store approval definitions

Question 12

What is the purpose of the 'Risk' field on a Change Request form?

Accepted Answer

To indicate the evaluated potential danger or impact of failure associated with the change. The Risk field on a Change Request captures the evaluated potential danger or impact if the change fails — for example, whether it could cause an outage, data loss, or affect critical CIs. It is used to drive approval requirements, CAB review, and scheduling decisions, so higher-risk changes get more scrutiny. It is an assessment field, not a cost, assignment, or automation trigger.

Answer

To specify the cost of the change implementation

Answer

To automatically trigger major incident swarming

Answer

To determine which user is assigned to test the change

Question 13

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.. Option B is correct because baseline Incident Management SLA and Metric definitions in ServiceNow can measure the time an incident spends in a particular assignment group, using a metric definition with the Assignment group field as the condition. Option D is correct because SLA definitions track the elapsed time against a target, such as the time before an incident reaches the 'Resolved' state, which is a standard SLA target type. Option E is correct because SLA processing records whether the SLA achieved its target or breached, which is the core outcome reported by SLA metrics. Option A is not correct because GPS coordinates of a technician are not part of baseline Incident Management SLA or metric definitions. Option C is not correct because physical CPU utilization of a database server is infrastructure monitoring data, not an incident SLA or metric definition.

Answer

The exact GPS coordinates of the technician resolving the ticket.

Answer

The physical CPU utilization of the server hosting the database.

Question 14

When a user submits a catalog item, what is the name of the task record generated for fulfillment teams to complete manual work steps specified in a workflow?

Accepted Answer

sc_task. When a catalog item is submitted, ServiceNow generates an sc_task record for each manual fulfillment step defined in the associated workflow. The sc_task table is the catalog task table used by fulfillment teams to track and complete work. This is distinct from the sc_req_item (the requested item) and sc_request (the parent request).

Answer

incident

Answer

sc_req_item

Answer

change_request

Question 15

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?

Accepted Answer

Variable Set. A Variable Set is a reusable collection of variables that can be attached to multiple catalog items, Record Producers, or other catalog entities. By defining variables once in a Variable Set and attaching it to multiple items, the administrator ensures consistency and reduces maintenance overhead. This is the standard ServiceNow mechanism for sharing variables across catalog items.

Answer

Record Producer

Answer

Order Guide

Answer

Catalog Client Script