CIS-ITSM Practice Test 28 — 15 Questions

Question 1

A CMDB administrator needs to ensure that when a CI is retired, it is automatically removed from the CMDB after a specified period to maintain data hygiene. Which feature should the administrator use?

Accepted Answer

CMDB Data Manager. CMDB Data Manager is designed to automate the lifecycle management of CIs, including archiving and deletion based on policies. Administrators can create policies that target CIs based on conditions like operational status or retirement date, and schedule actions such as deletion after a grace period. This ensures that the CMDB remains clean and free of obsolete records without manual intervention.

Answer

CMDB Health Dashboard

Answer

Identification and Reconciliation Engine

Answer

CI Class Manager

Question 2

A problem manager wants to ensure that when a problem is moved to the 'Fix in Progress' state, a specific approval from the change manager is automatically requested before any fix tasks can be created. Which configuration should be used to enforce this requirement?

Accepted Answer

Configure a workflow that, upon entering 'Fix in Progress', creates an approval record and waits for it before proceeding.. The requirement is to automatically request approval when a problem enters 'Fix in Progress' and ensure no fix tasks are created until approval is granted. ServiceNow workflows natively support approval activities that create approval records and pause execution, providing a controlled and auditable process. This is the standard and most reliable method to enforce such a gate.

Answer

Use a UI policy to make the 'Fix in Progress' state read-only until an approval is manually attached.

Answer

Set up a scheduled job that checks for problems in 'Fix in Progress' and sends an email to the change manager for approval.

Answer

Create a business rule on the Problem table that blocks state changes to 'Fix in Progress' unless an approval record exists.

Question 3

A service desk manager wants to identify which problems are currently being investigated by the network team. Which field on the Problem record should be used to filter the list view to show only those problems?

Accepted Answer

Assignment group. To filter problems by the team investigating them, the Assignment group field is the correct choice. It specifies the group responsible for the problem, allowing managers to see all problems assigned to the network team. Other fields like Assigned to, Configuration item, or Problem state do not directly indicate the responsible team and would not provide the desired list.

Answer

Problem state

Answer

Configuration item

Answer

Assigned to

Question 4

A service owner manages the 'Payroll Processing' business service in ServiceNow. The service has three service offerings: 'Standard Payroll', 'Executive Payroll', and 'Contractor Payroll'. The service owner needs to add a new offering called 'International Payroll' that will use the same parent business service but have its own SLAs and pricing. Which record should the service owner create to meet this requirement?

Accepted Answer

A new Service Offering record with 'Payroll Processing' as the parent. Service Offerings are the correct vehicle for defining variants of a business service that require their own SLAs, pricing, and delivery commitments. Because 'International Payroll' is a variant of the existing 'Payroll Processing' business service rather than a separate service, it should be created as a Service Offering with that business service as its parent. This preserves the CSDM hierarchy and enables independent management of the offering's commitments.

Answer

A new Service Portfolio record containing the new offering

Answer

A new Service Category record for international payroll

Answer

A new Business Service record under the same portfolio

Question 5

A problem manager needs to ensure that when a problem is closed, the resolution information is captured and can be reused for future incidents. Which TWO actions should be taken to meet this requirement? (Choose two.)

Accepted Answer

Require the 'Resolution code' and 'Resolution notes' fields to be filled before the problem can be closed.. To capture resolution information for future reuse, the problem record must enforce documentation of resolution details and ideally convert that into a knowledge article. Requiring resolution code and notes ensures the data is entered, while creating a knowledge article makes it accessible to support staff. Together, these actions populate the KEDB and enable faster incident resolution.

Answer

Attach the original incident records to the problem record.

Answer

Enable the 'Known error' field on the problem record.

Answer

Set the problem state to 'Closed' automatically after 7 days of inactivity.

Question 6

An administrator is configuring a Catalog Item for a new laptop. The item has a 'Model' variable (Select Box) and a 'RAM' variable (Select Box). The requirement is that the available RAM options must change based on the selected Model, and the list of RAM choices is maintained in a separate table (u_laptop_ram_options). What should the administrator configure to meet this requirement?

Accepted Answer

Create a Variable Lookup Select Box for the RAM variable, referencing the u_laptop_ram_options table and filtering by the Model variable.. The requirement is to dynamically filter the RAM variable's choices based on the selected Model, with choices stored in a separate table. A Variable Lookup Select Box is the correct tool because it pulls choices from a table and supports a reference qualifier that can reference other variables. This provides a no-code solution that is maintainable and scalable. Other options either misuse UI Policies, Variable Sets, or Record Producers, none of which natively support dynamic choice filtering from an external table.

Answer

Create a new Variable Set containing all possible RAM options and use a Catalog Client Script to hide irrelevant ones.

Answer

Create a Catalog UI Policy with a Run Script that filters the RAM variable's choices based on the Model variable.

Answer

Use a Record Producer on the u_laptop_ram_options table to generate the RAM choices dynamically when the Model is selected.

Question 7

A catalog item 'Software Request' includes a variable 'Justification' that should only be visible when the 'Request Type' variable is set to 'New Software'. The 'Justification' variable is part of a Variable Set that is used in multiple catalog items. The administrator needs to ensure the visibility rule applies consistently across all items where the set is used, without modifying each item individually. What should the administrator do?

Accepted Answer

Create a Catalog UI Policy on the Variable Set record that hides the 'Justification' variable when 'Request Type' is not 'New Software'.. Catalog UI Policies can be defined on Variable Sets, and they apply wherever the set is used. This centralizes the visibility rule for the 'Justification' variable, ensuring it only appears when 'Request Type' is 'New Software' across all catalog items. This avoids per-item customization and maintains consistency. Other options either require individual item changes, incorrectly assume UI Policies on variables propagate, or misunderstand Variable Set capabilities.

Answer

Create a Catalog Client Script on each catalog item that uses the Variable Set to hide the 'Justification' variable based on 'Request Type'.

Answer

Modify the Variable Set to include a condition that hides the 'Justification' variable unless 'Request Type' is 'New Software'.

Answer

Create a UI Policy on the 'Request Type' variable that sets the 'Justification' variable to not visible when the condition is met.

Question 8

A service catalog administrator needs to make a catalog item available only during a specific two-week window each quarter and also prevent it from appearing to users who are not in the 'Finance' department. Which TWO configurations should the administrator use? (Choose two.)

Accepted Answer

Set the catalog item's Start date and End date fields to define the availability window.. Catalog items support Start date and End date fields for time-bound availability and user criteria for audience targeting. Setting the dates limits ordering to the quarterly window, and attaching Finance department criteria to the Available for list ensures only that department sees the item. Together these two native configurations meet both requirements without custom code.

Answer

Configure a Catalog UI Policy that hides the item from users outside Finance.

Answer

Use a scheduled job to activate and deactivate the item each quarter.

Answer

Add an access control list entry on the sc_cat_item table that denies read to non-Finance users.

Question 9

A catalog item 'New Employee Laptop' uses a Record Producer to create a task on the 'sc_task' table. The administrator needs to ensure that the 'short_description' of the created task includes the value of the 'laptop_model' variable from the catalog item. Where should the administrator configure this mapping?

Accepted Answer

In the Record Producer's 'Variable Mapping' related list, create a mapping for the 'short_description' field to the 'laptop_model' variable.. The Variable Mapping related list on a Record Producer is the designed feature to map catalog variables to target table fields. It provides a declarative way to set values like short_description without scripting. Other options involve custom scripts or misusing variable attributes, which are unnecessary and less maintainable. The mapping is evaluated during record creation, ensuring the field is populated correctly.

Answer

Create a Business Rule on the 'sc_task' table that sets 'short_description' from the 'laptop_model' variable after insert.

Answer

In the Catalog Item's 'Variable' record for 'laptop_model', set the 'Map to field' attribute to 'short_description'.

Answer

In the Record Producer's 'Script' field, use 'current.short_description = producer.laptop_model;' before the insert.

Question 10

An incident manager wants to ensure that when an incident is escalated to a major incident, the 'Major Incident' field is set to true and a notification is sent to the major incident management team. The escalation can happen via a UI Action or automatically via a business rule. Which configuration should be used to meet this requirement?

Accepted Answer

Create a Business Rule that runs after update on the Incident table, checks if the 'Major Incident' field changed to true, and if so, triggers an event that sends a notification to the major incident management team.. The requirement is to set the Major Incident field and send a notification when escalation occurs, whether manual or automatic. An after update business rule can detect the change to true and trigger an event, which the notification engine uses to send the email. This ensures the notification is sent only when the field actually changes, and it works regardless of how the escalation was initiated. A before rule is too early, a UI Action only handles manual, and a simple notification condition lacks change detection.

Answer

Create a UI Action that sets the 'Major Incident' field to true and sends a notification directly using the 'gs.eventQueue' method.

Answer

Create a Notification with a condition that the 'Major Incident' field is true, and set it to send when the record is updated.

Answer

Create a Business Rule that runs before update on the Incident table, checks if the 'Major Incident' field changes to true, and if so, sends a notification using the 'event' mechanism.

Question 11

A problem coordinator wants to analyze the effectiveness of the problem management process. They need to see how many problems were reopened after being closed in the last quarter. Which metric or report should they use?

Accepted Answer

Problem reopen rate. The problem reopen rate is the metric that counts or calculates the percentage of problems that were closed and subsequently reopened. It is a direct measure of process effectiveness, as reopening indicates that the original resolution did not fully address the root cause. Other metrics like aging, backlog, or MTTR do not specifically track reopen events.

Answer

Problem aging report

Answer

Mean time to resolve (MTTR) for problems

Answer

Problem backlog trend

Question 12

An ITIL process owner wants to review the effectiveness of problem resolution by analyzing how often problems are reopened after being closed. Which field on the Problem record should be used to track the number of times a problem has been reopened?

Accepted Answer

Reopen count. The 'Reopen count' field is a standard field on the Problem table that automatically increments each time a problem is reopened. It is the correct metric to analyze how often problems are not permanently fixed. Other fields like reassignment count do not capture reopen events.

Answer

Resolution count

Answer

Problem state changes

Answer

Reassignment count

Question 13

A service catalog manager needs a single catalog item that, when ordered, creates three separate catalog tasks assigned to different fulfillment groups, each with its own short description and due date. The manager wants no approval and no user interaction after submission. Which approach should the manager use?

Accepted Answer

Build a Flow Designer flow triggered on the requested item that uses three Create Catalog Task actions with distinct assignments and due dates.. Flow Designer is the current orchestration tool for catalog fulfillment and can create multiple catalog tasks from one requested item, each with its own assignment group, description, and due date. Triggering the flow on the requested item and using repeated Create Catalog Task actions satisfies the no-approval, no-interaction requirement in a single maintainable definition.

Answer

Create three separate catalog items and rely on the user to order all three.

Answer

Configure a Record Producer that inserts three records into the sc_task table directly.

Answer

Use a single Create Task workflow activity that creates one task and rely on the assignment group to split it manually.

Question 14

A problem manager is configuring the Problem Management process and needs to define how known errors are managed. Which TWO statements accurately describe the 'Known Error' functionality in ServiceNow ITSM? (Choose two.)

Accepted Answer

A known error is a problem that has a documented root cause and a workaround.. A known error is a problem with a documented root cause and workaround, and the KEDB is the repository for these records. These two statements correctly describe the functionality. Known errors are not created directly from incidents, do not auto-close problems, and are accessible to multiple roles for effective incident resolution.

Answer

A known error record automatically closes the associated problem record.

Answer

Known errors can be created directly from an incident record without an associated problem.

Answer

Known errors are only accessible to users with the problem_manager role.

Question 15

A change coordinator needs to schedule a change that requires a maintenance window. The change must not overlap with any other change affecting the same configuration item (CI). The coordinator runs conflict detection and receives a conflict warning. Which action should the coordinator take to resolve the conflict while preserving the change record?

Accepted Answer

Adjust the planned start and end times of the change to a window that does not overlap with the conflicting change.. The correct resolution is to reschedule the change to a maintenance window that does not overlap with the other change on the same CI. This addresses the conflict at its source, keeps the change record intact, and aligns with change management best practices of coordinating schedules to avoid collisions.

Answer

Ignore the conflict and proceed, because conflict detection is only advisory and does not block scheduling.

Answer

Remove the CI from the change request so that conflict detection no longer considers it.

Answer

Cancel the conflicting change and reschedule it for a later date.