CIS-ITSM Practice Test 3 — 10 Questions

Question 1

Which field on the Incident form indicates the urgency of the issue from the user's perspective?

Accepted Answer

Urgency. The Urgency field on the Incident form captures how quickly the user believes the issue needs to be resolved from their perspective. In ServiceNow, Urgency is a user-supplied value (typically High, Medium, Low) that reflects the business or personal need for speed, independent of technical severity. It is a core input to the Priority calculation, which combines Urgency and Impact to determine the overall priority of the incident.

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Priority

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Severity

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Impact

Question 2

Where do you configure the email notification that is sent to the 'Caller' when an incident is resolved?

Accepted Answer

System Notification > Email > Notifications. Email notifications in ServiceNow are configured in System Notification > Email > Notifications, where you define the notification trigger (e.g., incident resolved), recipients (e.g., Caller), and email template. This is the baseline module for all outbound notification rules.

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Business Rule > Email

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Incident Form Layout

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Service Portal Configuration

Question 3

Which user role is required by default to create, manage, and close Problem records in ServiceNow?

Accepted Answer

problem. The 'problem' role is specifically designed for managing Problem records in ServiceNow. It grants the necessary permissions to create, read, update, and delete problem records. This role is typically assigned to problem managers and problem coordinators.

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change_manager

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itil

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major_incident_manager

Question 4

An organization wants to ensure that whenever a Normal Change is set to 'Assess', an automatic risk assessment questionnaire is sent to the change assignee. Which mechanism triggers this assessment out of the box?

Accepted Answer

Assessment trigger rules (asmt_metric_type / risk assessment triggers). Out of the box, ServiceNow uses Assessment trigger rules (configured on the asmt_metric_type and related trigger condition records) to automatically generate assessment instances when a record meets defined conditions — such as a Normal Change entering the 'Assess' state. These trigger rules evaluate the change record and, when matched, create an asmt_assessment_instance that sends the questionnaire to the designated recipient (the assignee). This is the native, declarative mechanism for assessment automation.

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Scheduled jobs running nightly

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Email notifications with mail scripts

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Client scripts on the change request form

Question 5

An analyst opens an incident and needs to populate several fields quickly with predefined standard text for a VPN connectivity issue. Which ServiceNow feature should the analyst use?

Accepted Answer

Incident Templates. Incident Templates in ServiceNow allow analysts to quickly populate multiple fields with predefined standard text for common issues like VPN connectivity. Templates can pre-fill short description, description, category, assignment group, and other fields, saving time and ensuring consistency.

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Quick Messages

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Data Policies

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Catalog Client Scripts

Question 6

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 on a Change Request indicates the outcome of the change during Post Implementation Review, with values such as 'successful', 'successful with issues', or 'unsuccessful'. This field is specifically designed to capture the final result of the change after implementation.

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Category

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Risk value

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Conflict status

Question 7

An administrator needs to create a variable that allows a user to select a single record from the 'User' (sys_user) table. Which variable type should be selected?

Accepted Answer

Reference. A Reference variable type allows a user to select a single record from a specified table, such as sys_user. It provides a lookup field with a reference to the target table, ensuring data integrity and enabling dot-walking. This is the standard variable type for selecting one record from another table.

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List Collector

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Lookup Select Box

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Single Line Text

Question 8

When managing known errors, what is the primary purpose of a Known Error Article in ServiceNow Problem Management?

Accepted Answer

To communicate workarounds and symptoms to support staff for faster incident resolution. A Known Error Article is a knowledge base record created from a Problem that documents the confirmed root cause (or known cause) and any available workaround. Its primary purpose is to surface that information to support agents so they can apply the workaround to related incidents, reducing resolution time while the permanent fix is being developed. It does not close incidents, deploy patches, or replace the RCA — it is a knowledge-sharing artifact tied to the Problem record.

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To permanently close all related Incidents without user confirmation

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To automatically deploy software patches to affected configuration items

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To replace the need for creating a Root Cause Analysis document

Question 9

You want to hide the 'Impact' field from all users except those with the 'admin' role. What is the most secure way to do this?

Accepted Answer

Use an ACL.. An ACL (Access Control List) is the most secure way to restrict field-level visibility to a specific role because ACLs are enforced server-side and apply to all access paths, including UI, API, and background scripts. By creating a field-level read ACL on the Impact field that requires the 'admin' role, you ensure that only admins can see the field's value regardless of how the data is accessed. This is the recommended security mechanism in ServiceNow for role-based field restrictions.

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Update the Dictionary entry.

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Use a Data Policy.

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Use a UI Policy.

Question 10

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 in ServiceNow are stored in the 'contract_sla' table and include a 'Table' field that determines which task type the SLA applies to. Selecting 'Problem [problem]' in that field scopes the SLA definition exclusively to Problem records, so it will not fire on Incidents, Changes, or other task types. This is the standard, out-of-the-box way to target SLAs at a specific table.

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By writing a Client Script on the Incident table

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In the Problem Properties module

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Via Dictionary Overrides on the Task SLA table