CIS-ITSM Practice Test 24 — 15 Questions

Question 1

An administrator is setting up a reference variable on a catalog item that should only display active users belonging to the 'Hardware' assignment group. How should this be achieved?

Accepted Answer

Configure a Reference Qualifier on the variable definition.. A Reference Qualifier on the variable definition is the correct way to filter the records that appear in a reference variable's lookup. By setting a reference qualifier, you can specify conditions such as 'active=true' and 'assignment group=Hardware' to restrict the displayed users. This is a built-in feature of reference variables.

Answer

Modify the Cart Layout record.

Answer

Create a Catalog UI Policy setting the filter criteria.

Answer

Write a Business Rule on the sys_user table.

Question 2

When creating an Incident from a Service Portal, which component defines the fields displayed to the user?

Accepted Answer

Record Producer. A Record Producer is used to create records (like Incidents) from the Service Portal. It defines the fields that are displayed to the user by allowing you to select which variables to include and how they map to the target record. The Record Producer essentially acts as a form builder for record creation.

Answer

Incident Form

Answer

Catalog Item

Answer

Business Rule

Question 3

Which change type is characterized by low risk, high frequency, and pre-authorization?

Accepted Answer

Standard Change. A Standard Change is a pre-approved, low-risk, high-frequency change that follows a documented procedure and does not require CAB review each time. Because it is pre-authorized, it can be implemented quickly and repeatedly — examples include password resets, adding a user to a standard group, or routine patching. This matches the low risk, high frequency, pre-authorization profile exactly.

Answer

Emergency Change

Answer

Major Change

Answer

Normal Change

Question 4

A service desk manager needs to ensure that Incidents assigned to the 'Hardware' group are automatically routed to a specific sub-group based on the 'Category' field. Which configuration should be used?

Accepted Answer

Assignment Rules. Assignment Rules in ServiceNow are designed to automatically assign records (like Incidents) to the appropriate assignment group or individual based on conditions such as Category. They are evaluated when a record is created or updated, and can route based on fields like Category. This is the standard configuration for such routing.

Answer

Flow Designer

Answer

Data Lookups

Answer

Business Rules

Question 5

When running conflict detection on a change request, ServiceNow evaluates 'Schedule Overlap' conflicts. What specific date/time fields on the change request are compared against other changes?

Accepted Answer

Planned start date and Planned end date. ServiceNow's Schedule Overlap conflict detection compares the Planned start date and Planned end date fields on the change request against the same fields on other change requests targeting the same CI. These are the authoritative scheduling fields used by ConflictFinderSNC to determine whether two changes occupy overlapping time windows. If the planned windows intersect, a Schedule Overlap conflict is raised.

Answer

Start time and End time fields on associated change tasks

Answer

Opened and Closed dates

Answer

Due date and Effective date

Question 6

A catalog item has a variable named 'software_version' that needs to be populated dynamically using a script. Which type of variable allows options to be populated dynamically via a lookup or script?

Accepted Answer

Lookup Select Box. A Lookup Select Box variable type is designed to dynamically populate options from a lookup table or via a script. It allows administrators to define a lookup table and reference field, or use a script to generate choices dynamically. This makes it ideal for scenarios like populating software versions from a CMDB table or an external source.

Answer

Checkbox

Answer

Multi-Line Text

Answer

Single Line Text

Question 7

When fulfilling a Catalog Request, ServiceNow generates a hierarchy of records. Which THREE of the following tables are part of this core request fulfillment data model? (Choose three.)

Accepted Answer

sc_req_item. The core ServiceNow catalog request fulfillment data model consists of three linked tables: sc_request (option C), which is the top-level Request record created when a user submits an order and which groups all items in that order; sc_req_item (option B), which represents each individual catalog item requested within the Request and holds the item's variables and approval/fulfillment state; and sc_task (option D), which is the task record generated to carry out the actual fulfillment work for a requested item. These three tables form the standard Request → Requested Item → Catalog Task hierarchy that ServiceNow generates when fulfilling a Catalog Request. Option A (cmdb_ci) is incorrect because it is the Configuration Item table used for CMDB asset/CI records, not part of the catalog request fulfillment chain. Option E (incident) is incorrect because it is the ITIL incident table used for reporting and resolving service disruptions, unrelated to catalog request fulfillment.

Answer

cmdb_ci

Answer

incident

Question 8

An administrator wants to ensure that when a user orders a specific software license item, the workflow checks if approval is needed based on the cost variable. Where should this conditional routing be built?

Accepted Answer

Inside the workflow using an 'If' activity that evaluates the cost variable.. Conditional routing based on a catalog variable's value (like cost) is implemented within the workflow using an 'If' activity. The workflow engine evaluates the variable at runtime and directs the flow down the appropriate path—such as requiring approval or auto-approving. This is the standard ServiceNow mechanism for dynamic process branching in catalog item fulfillment.

Answer

Inside the Variable Set definition.

Answer

Inside the Catalog UI Policy configuration.

Answer

Inside the Cart Layout settings.

Question 9

An administrator has created a new Variable Set containing five variables. They want to add this entire set to an existing catalog item. Where should the administrator navigate to accomplish this?

Accepted Answer

Open the Catalog Item form and use the 'Variable Sets' related list to add the set.. The correct approach is to open the Catalog Item form and use the 'Variable Sets' related list to add the set. In ServiceNow, Variable Sets are reusable collections of variables that can be attached to multiple catalog items. The Catalog Item form includes a related list called 'Variable Sets' where administrators can add existing variable sets, making all variables in the set available on that catalog item. This is the standard method for associating a variable set with a catalog item.

Answer

Modify the Order Guide rule base to include the variable set.

Answer

Open the Variable Set record and add the catalog item to the 'Target Items' related list.

Answer

Service Catalog > Administration > Variable Sets

Question 10

Which THREE factors should an implementation specialist consider when designing the Service Portfolio hierarchy for a large enterprise? (Choose three.)

Accepted Answer

Alignment with the organization's CSDM framework and CMDB maturity. Option A is correct because the Service Portfolio hierarchy in ServiceNow must align with the Common Service Data Model (CSDM) and the organization's CMDB maturity level, since CSDM defines the standard layers (Business Service, Service Offering, Application Service, Technical Service) and mismatched maturity causes broken relationships and reporting. Option B is correct because governance, visibility, and access control requirements across departments determine how services are grouped and who can view or edit portfolio records, typically enforced through domain separation, user criteria, and role-based ACLs. Option C is correct because business unit ownership and financial chargeback structures dictate how services are mapped to cost centers and owners, enabling accurate showback/chargeback reporting and accountability in a large enterprise. Option D is not relevant because individual user password expiration policies are identity and authentication settings, not factors in structuring the Service Portfolio hierarchy. Option E is not relevant because local printer driver compatibility lists are endpoint/device management details unrelated to portfolio hierarchy design.

Answer

Individual user password expiration policies

Answer

Local printer driver compatibility lists

Question 11

A custom workflow is designed for High Priority problems. When priority is 1 - Critical, the workflow must spawn a parallel set of problem tasks for Infrastructure, Security, and Database teams simultaneously. Which Flow Designer flow logic component accomplishes parallel execution?

Accepted Answer

Do in Parallel flow logic block. Flow Designer's 'Do in Parallel' flow logic block is specifically designed to execute multiple branches simultaneously, which is exactly what is needed to spawn Infrastructure, Security, and Database tasks at the same time. Each branch runs independently and the flow waits for all branches to complete before continuing. This is the native parallel execution primitive in Flow Designer.

Answer

For Each loop logic

Answer

Wait for condition activity

Answer

If / Else condition branches

Question 12

A service owner needs to define specific pricing, delivery commitments, and SLAs for a standard IT Service. In ServiceNow Service Portfolio Management, what is the correct term for this distinct level of a service?

Accepted Answer

Service Offering. A Service Offering is the correct term because it represents a specific, sellable or deliverable variant of a parent Business Service or Technical Service, complete with its own pricing, delivery commitments, and SLAs. In ServiceNow SPM, a single service can have multiple offerings (e.g., 'Gold', 'Silver', 'Bronze') each with distinct commitment levels. This is the level where SLAs and pricing are actually defined, not at the parent service level.

Answer

Business Service Definition

Answer

Service Level Commitment (SLC)

Answer

Service Portfolio

Question 13

An administrator created a Catalog UI Policy that makes a variable mandatory when another variable equals 'Other'. However, the policy does not apply when the item is loaded via an Order Guide. How should the administrator resolve this?

Accepted Answer

Ensure 'Applies to Order Guides' is checked on the Catalog UI Policy record.. Catalog UI Policies have an 'Applies to Order Guides' option that must be checked for the policy to execute when the catalog item is part of an Order Guide. By default, this option is unchecked, so the policy does not apply in the Order Guide context.

Answer

Add the order guide to the 'Catalog UI Policy Related Lists' tab.

Answer

Change the execution order of the UI policy to 1.

Answer

Convert the Catalog UI Policy into a Catalog Client Script using g_form.setMandatory().

Question 14

Which TWO of the following are valid ways to escalate an incident?

Accepted Answer

Configuring an SLA breach to trigger an event.. Option B is correct because configuring an SLA breach to trigger an event is a standard automated escalation mechanism: when a response or resolution target in the SLA is breached (or about to be breached), the system fires an event that can notify a manager, reassign the incident, or raise its urgency. Option E is correct because manually changing the Priority field is a valid functional escalation path — raising priority (for example, from P3 to P1) increases visibility and drives the incident up the support hierarchy per the priority matrix. Options A, C, and D are not escalation methods: changing the user's manager alters ownership/contact data rather than escalating the incident, adding the incident to a Change Request links it to change management but does not escalate it, and deleting the incident record destroys the ticket instead of escalating it.

Answer

Changing the user's manager.

Answer

Adding the incident to a Change Request.

Answer

Deleting the incident record.

Question 15

An organization wants to restrict problem creation so that only users assigned to the 'Problem Management' group can create new problem records. How should this be implemented?

Accepted Answer

A create Access Control List (ACL) on the Problem table checking group membership. A create ACL on the Problem table that checks group membership is the correct implementation because ACLs are the only server-side security mechanism that can restrict who can create records. By configuring the create ACL with a condition that the user is a member of the 'Problem Management' group, only those users can create problem records. This enforces security at the database level, not just the UI.

Answer

A Dictionary entry attribute 'no_create'

Answer

A Client Script hiding the 'New' button for unauthorized users

Answer

A UI Policy enforcing mandatory user groups