CIS-ITSM Practice Test 26 — 15 Questions

Question 1

What does the 'Caller' field on the Incident form reference?

Accepted Answer

The sys_user table. The 'Caller' field on the Incident form is a reference field that points to the sys_user table, identifying the user who reported the incident. It stores the sys_id of the user record and displays the user's name.

Answer

The incident table

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The groups table

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The cmn_department table

Question 2

Which tool is best for visualizing the relationship between an Incident and the affected Configuration Item?

Accepted Answer

Dependency View.. The Dependency View is the best tool for visualizing the relationship between an Incident and the affected Configuration Item (CI) because it provides a graphical representation of the CI and its dependencies, including the incident's impact on related CIs. This view helps ITIL practitioners understand the upstream and downstream relationships, which is critical for impact analysis and root cause investigation. It is specifically designed to show dependencies and relationships in the CMDB.

Answer

Incident Timeline.

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Incident History.

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Task SLA.

Question 3

Which module allows users to view available pre-approved templates to create a change request quickly?

Accepted Answer

Standard Change Catalog. The Standard Change Catalog module allows users to view available pre-approved templates to create a change request quickly. Standard changes are pre-approved, low-risk changes that follow a defined procedure. The catalog provides a list of these templates, enabling users to submit a change request without going through the full approval process.

Answer

Emergency Change Repository

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Change Schedule Calendar

Answer

Normal Change Generator

Question 4

During conflict detection, ServiceNow identifies a 'Blackout Schedule' conflict. What does this indicate?

Accepted Answer

The change is scheduled during a predefined period where changes are prohibited for the target CI or service. A Blackout Schedule conflict in ServiceNow indicates that the change's planned window overlaps with a defined blackout period — a predefined time range during which changes are prohibited for a specific CI, service, or the entire organization. Blackout schedules are configured on the CI or via the Change Management blackout schedule records to protect critical business periods (e.g., month-end, holidays). Conflict detection flags this so the change cannot proceed without justification or rescheduling.

Answer

The change implementer lacks the required security role during off-hours

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The CI is currently marked as offline in the CMDB

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Another change is scheduled at the exact same time on the same CI

Question 5

When configuring Incident Management properties (Incident > Administration > Properties), which TWO behaviors can an administrator control globally? (Choose two.)

Accepted Answer

Enable or disable customer updates to reopen closed incidents (e.g., com.snc.incident.reopen_closed).. Option D is correct because the Incident Properties page exposes the system property com.snc.incident.reopen_closed, which globally controls whether customers can add comments or updates that reopen an already closed incident. Option E is correct because the same Incident > Administration > Properties page includes the 'Close incident after' (auto-close) setting, which defines the number of days a Resolved incident remains open before it is automatically moved to Closed. Options A, B, and C are incorrect because salary ranges, physical server memory allocation, and Active Directory domain controller configuration are not Incident Management properties; they belong to HR/finance data, infrastructure/hosting configuration, and LDAP/AD integration settings respectively, not to the incident property registry.

Answer

Define the exact salary range of incident managers.

Answer

Set the physical server memory allocation for the instance.

Answer

Configure Active Directory domain controllers.

Question 6

Which TWO are common 'On Hold' reasons in the standard Incident process?

Accepted Answer

Awaiting Caller. Standard on-hold reasons include 'Awaiting Caller' and 'Awaiting Vendor'.

Answer

Awaiting Assignment

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Awaiting Approval

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Awaiting Change

Question 7

Which table is the base table for the 'Incident' table?

Accepted Answer

task. The 'task' table is the base table for the Incident table in ServiceNow. Incident extends task, inheriting fields like number, state, priority, and assignment group. This inheritance allows Incidents to share common task-related functionality with other task types like Problems and Changes.

Answer

sys_user

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problem

Answer

cmdb_ci

Question 8

An administrator is configuring a variable where users can select multiple options from a predefined list. Which variable type should be selected?

Accepted Answer

List Collector. A List Collector variable type in ServiceNow allows users to select multiple options from a predefined list, moving items between an available list and a selected list. It is specifically designed for multi-select scenarios and stores the selected values as a comma-separated list or in a related list depending on configuration. This makes it the correct choice for selecting multiple options.

Answer

Single Line Text

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Select Box

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Multiple Choice

Question 9

An administrator wants to ensure that a catalog item is only visible to users located in the 'United Kingdom' company. Which feature should be configured?

Accepted Answer

User Criteria with the Company condition set to United Kingdom. User Criteria is the correct feature to control catalog item visibility based on user attributes such as company, location, department, etc. By creating a User Criteria record with the Company condition set to 'United Kingdom' and associating it with the catalog item, only users in that company will see the item.

Answer

Catalog Client Script evaluating g_user.getClientData('company')

Answer

Order Guide Rule Base location filter

Answer

Location Access List on the sc_cat_item table

Question 10

An organization wants to configure Change Risk Assessment such that certain specific answers to questionnaire items instantly escalate the risk to 'High', regardless of other scores. How can this be achieved?

Accepted Answer

Configuring Risk Assessment Conditions with specific Question/Answer thresholds. Risk Assessment Conditions allow you to define specific question/answer pairs that, when matched, instantly set the risk to 'High' regardless of other scores. This is configured in the Risk Assessment Conditions module, where you can specify thresholds and override rules based on questionnaire responses.

Answer

Writing a client script on the Change Request form

Answer

Creating a Data Policy on the Assessment Instance table

Answer

Editing the Risk Assessment UI Macro

Question 11

An administrator is tasked with ensuring that Problem records cannot be deleted by anyone except users with the 'admin' role. Where should this security rule be configured?

Accepted Answer

A delete Access Control List (ACL) on the Problem table. A delete ACL on the Problem table is the correct place to enforce that only users with the 'admin' role can delete problem records. ACLs in ServiceNow control record-level and field-level access for read, write, create, and delete operations, and a delete ACL specifically governs who can delete records. Configuring the ACL with a role condition of 'admin' ensures only admins can perform the delete operation.

Answer

A Before Delete Business Rule on the Task table

Answer

Problem Administration Properties

Answer

Dictionary Overrides for the sys_id field

Question 12

Which TWO of the following are primary benefits of implementing Service Portfolio Management (SPM) in ServiceNow? (Choose two.)

Accepted Answer

Aligns IT service offerings directly with business goals and organizational strategies. Option A is correct because Service Portfolio Management in ServiceNow is designed to manage the full lifecycle of services and explicitly map them to business strategy, ensuring IT investments and offerings support organizational goals. Option E is correct because SPM delivers a service-centric view that surfaces cost, performance, demand, and value data (often via the Service Portfolio and related dashboards), enabling informed investment and retirement decisions. The unmarked options do not belong: B (VMware vCenter VM provisioning) is an orchestration/automation capability, not an SPM benefit; C (Linux patch deployment) is configuration/patch management automation; and D is false because SPM complements rather than replaces the Incident Management workflow engine.

Answer

Automatically provisions virtual machines in VMware vCenter

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Automates hardware patch deployment across Linux servers

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Replaces the Incident Management workflow engine entirely

Question 13

A user reports that a variable is not appearing on a Catalog Item form, even though the variable is active and associated with the item. Which troubleshooting step should be performed first?

Accepted Answer

Inspect Catalog UI Policies and Catalog Client Scripts for visibility logic. When a variable is active and associated with a catalog item but still not visible, the most common cause is client-side visibility logic — Catalog UI Policies or Catalog Client Scripts that hide the variable based on conditions. Inspecting these first is the fastest diagnostic because they execute at form render time and can override the variable's active state.

Answer

Rebuild the Catalog Item cache

Answer

Verify the Catalog Item workflow

Answer

Check the Variable Set order

Question 14

Which TWO types of services are explicitly recognized in the ServiceNow CSDM framework? (Choose two.)

Accepted Answer

Technical Service. The ServiceNow CSDM (Common Service Data Model) framework explicitly recognizes Business Service (option D) and Technical Service (option B) as its two core service types. A Business Service represents a service offered to customers or business users that directly supports business outcomes, while a Technical Service represents the underlying technical capabilities (often mapped to applications, infrastructure, or CI groups) that support one or more business services. These two are the formally defined service classes in CSDM's service taxonomy, with Technical Services typically consumed by Business Services in the model's layering. Options A, C, and E are not CSDM service types; 'Desktop Wallpaper Service,' 'Physical Hardware Service,' and 'Network Cable Service' are fabricated or overly granular labels that do not correspond to any recognized CSDM service classification.

Answer

Desktop Wallpaper Service

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Physical Hardware Service

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Network Cable Service

Question 15

A company uses ServiceNow Domain Separation. A global Problem record needs to be visible across child domains while allowing child domains to create local problem tasks. How should domain scoping be configured on the Problem Task table?

Accepted Answer

Ensure domain visibility and reference cascading are configured properly for parent-child domain hierarchies. For a global Problem record to be visible across child domains while allowing child domains to create local Problem Tasks, the Problem Task table must have proper domain visibility and reference cascading configured for the parent-child domain hierarchy. This ensures the global problem is readable in child domains and that tasks created in a child domain inherit the correct domain.

Answer

Disable domain separation entirely on the task table

Answer

Create duplicate problem records in every child domain manually

Answer

Use Access Control Lists with domain bypass scripts