CIS-ITSM Practice Test 5 — 25 Questions

Question 1

Which field on a Change Request indicates whether the change was successful, successful with issues, or unsuccessful during the Post Implementation Review?

Accepted Answer

Close code. The 'Close code' field captures the outcome of the change during review and closure.

Answer

Category

Answer

Risk value

Answer

Conflict status

Question 2

When an incident is set to 'On Hold', the 'On Hold' timer should begin. How is this configured?

Accepted Answer

SLA Pause Conditions. SLA pause conditions are configured in the SLA Definition to track time when the incident is in a specific state.

Answer

System Property

Answer

Metric Definition

Answer

Business Rule on Incident state

Question 3

An administrator is configuring Service Level Agreements (SLAs) for the Incident table. Which THREE elements are required components of a standard SLA definition (contract_sla) record in ServiceNow? (Choose three.)

Accepted Answer

Duration. An SLA definition requires a target (SLA type like Resolution/Response), a duration type or duration, and Start conditions. Table and collection fields are also foundational.

Answer

Assigned to user mandatory script

Answer

Workflow

Question 4

An administrator is troubleshooting why related incidents are not receiving workaround updates when a Problem is resolved. Which THREE areas should the administrator inspect? (Choose three.)

Accepted Answer

Problem Management properties governing workaround communication. Troubleshooting workaround propagation involves checking Problem properties, Business Rules responsible for propagating workarounds, and whether incidents are actually in an active/related state.

Answer

The Employee Center portal theme configuration

Answer

The hardware asset barcode scanner plugin

Question 5

An organization wants to ensure that when a Problem record is created, its priority is automatically calculated based on Impact and Urgency using a data lookup matrix. Which ServiceNow feature provides this capability?

Accepted Answer

Data Lookup Definitions and Matchers. Data Lookup and Cascading Rules provide matrix-based field mapping (like Priority calculation based on Impact and Urgency).

Answer

Client Script onLoad calculation

Answer

Dictionary Overrides for Priority

Answer

UI Policy Action matrix

Question 6

Which TWO fields are essential when documenting a Known Error Article originating from a Problem record? (Choose two.)

Accepted Answer

Workaround. Known error articles require clear symptom descriptions and actionable workaround instructions.

Answer

Recipe ingredients for baking bread

Answer

Personal credit card security code (CVV)

Answer

Automobile license plate registration

Question 7

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. RESTMessageV2 API (in scripts/workflows/flows) and IntegrationHub / Flow Designer REST step are standard tools for outbound REST integration.

Answer

Dictionary Override checkbox attributes

Answer

Client-side alert() popups

Answer

UI Policy Action visibility toggles

Question 8

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 is a problem that has a documented root cause and a temporary workaround, but for which a permanent fix is not yet implemented.

Answer

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

Answer

An expired knowledge base article

Answer

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

Question 9

Which TWO actions happen when a conflict is detected during the change scheduling process? (Choose two.)

Accepted Answer

Conflict status indicators provide visibility into soft or hard conflicts. Detected conflicts generate conflict records linked to the change and can trigger soft/hard warning statuses.

Answer

An automated email is broadcast to all company employees

Answer

The configuration item is automatically retired from service

Answer

The change request is automatically deleted from the database

Question 10

Which action should a problem coordinator take when a permanent fix has been successfully deployed and verified?

Accepted Answer

Transition the Problem state to Resolved / Closed. When investigation and resolution are complete, the problem coordinator transitions the problem record to 'Resolved' or 'Closed' depending on organizational practice.

Answer

Change the priority to 1 - Critical

Answer

Delete the problem record immediately to save database storage

Answer

Reassign the problem to the Service Desk as a new incident

Question 11

Which THREE items are required to properly define an SLA?

Accepted Answer

Schedule. An SLA definition requires a schedule, duration, and start/stop/pause conditions.

Answer

Priority Filter

Answer

User Role

Question 12

A high-volume enterprise experiences thousands of problem state updates daily. To optimize database performance, an administrator wants to archive closed Problem records older than 3 years. Which feature should be configured?

Accepted Answer

Archiving Rules (Data Archiving plugin). Data Archiving (Archiving Rules) automatically moves old records from operational tables to archive tables based on age or state conditions.

Answer

Dictionary entry attribute 'auto_purge'

Answer

A scheduled job running manual SQL DELETE statements

Answer

Client script cleanup routine

Question 13

An administrator wants to configure SLA definitions specifically for Problem Management. Where should the SLA definition be targeted so it only applies to Problem records?

Accepted Answer

By selecting 'Problem [problem]' in the Table field of the SLA Definition record. SLA Definitions (contract_sla table) include a 'Table' field where the administrator selects the target table, such as 'Problem [problem]'.

Answer

By writing a Client Script on the Incident table

Answer

In the Problem Properties module

Answer

Via Dictionary Overrides on the Task SLA table

Question 14

During a CAB meeting, a change request is rejected by the board. What happens to the change request state in an out-of-the-box configuration?

Accepted Answer

It moves to Canceled or Closed - Rejected. When rejected, a change request typically moves to the 'Canceled' or 'Closed - Rejected' state depending on the workflow and state model.

Answer

It automatically reverts to the 'New' state for resubmission

Answer

It converts into an emergency change request

Answer

It remains in the Authorize state indefinitely

Question 15

During Change Conflict Detection, which THREE types of conflicts can the ServiceNow conflict engine automatically identify and report on a change record? (Choose three.)

Accepted Answer

Conflicts where another change targets the exact same Configuration Item (CI) during an overlapping time window.. The Change Conflict engine evaluates overlaps such as changes affecting the same CI, changes scheduled during defined Blackout periods, and maintenance schedule violations or overlapping changes on related CIs.

Answer

Conflicts where the change request submitter lacks the required approval delegation limits.

Answer

Conflicts where the estimated cost of the change exceeds the assigned cost center budget threshold.

Question 16

An incident is created via email. The system identifies a matching CI, but the 'Incident State' remains 'New' instead of 'In Progress' despite the assignment group being populated. What is the most likely cause?

Accepted Answer

The business rule or email action lacks a script to trigger the 'In Progress' state transition.. The Inbound Email Action logic or Business Rule that evaluates incident state transitions may require a 'State' change explicit in the script or configuration to move from 'New' to 'In Progress'.

Answer

The CI record lacks an 'Assigned To' field.

Answer

The 'Incident State' field does not have an 'In Progress' choice.

Answer

The incident state is read-only for the system user.

Question 17

A user complains that they can see 'Incident' but not 'Problem'. What is the most likely reason?

Accepted Answer

The user lacks the 'problem' role.. Access to modules is controlled by roles. If the user lacks a role associated with the Problem Management application, the module will be hidden.

Answer

The user is not in the correct assignment group.

Answer

The user has the 'itil' role which excludes Problem access.

Answer

The 'Problem' module is deactivated.

Question 18

A Change Manager wants to customize the columns displayed in the CAB Workbench agenda view. Where are these agenda column settings configured?

Accepted Answer

CAB Definition record / CAB Workbench settings. CAB Workbench settings and agenda column configurations are managed within CAB definition or system properties related to CAB Workbench.

Answer

UI Policy on the wm_agenda table

Answer

Report Designer properties

Answer

List Layout of the change_request table

Question 19

What is the primary function of the 'Review' state in the change lifecycle?

Accepted Answer

Conducting Post Implementation Review (PIR) and assessing success. The review state is used to conduct Post Implementation Reviews and close out the change lifecycle.

Answer

Approving standard change proposals

Answer

Running automated risk assessments

Answer

Performing initial conflict detection checks

Question 20

An administrator is configuring conflict detection to include upstream dependent CIs. If CI A depends on CI B, and a change is scheduled on CI B, how does conflict detection evaluate CI A?

Accepted Answer

It flags a conflict on CI A because of its relationship to the changing CI B. Conflict detection checks relationship definitions; if configured to check related CIs, it flags potential impact on upstream/downstream dependents.

Answer

It rejects the change automatically without generating a conflict record

Answer

It ignores CI A unless CI A is also explicitly selected in the change request

Answer

It automatically creates an incident for CI A