CIS-ITSM Practice Test 32 — 15 Questions

Question 1

A fulfillment team requires that specific tasks within a Catalog Task activity are assigned dynamically based on the value of a variable selected by the user in the catalog item. How can an administrator achieve this in the Workflow designer?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Dot-walk from the Catalog Task activity configuration to the requested item variables to set the Assignment Group.. Using workflow script or dot-walking in the Catalog Task activity configuration allows referencing current.variables.variable_name to assign groups dynamically.

Answer

Use a Catalog Client Script to change the assignment group of the underlying task record directly.

Answer

Configure the Catalog Task activity assignment group field to reference a system property containing the mapping.

Answer

Write a Business Rule on the sc_req_item table that triggers before insert to assign the task.

Question 2

A developer needs to retrieve variable values from a requested item (sc_req_item) inside a Server-side Script Include called by a catalog workflow. Which method is the most reliable way to obtain variable values on the sc_req_item record?

Accepted Answer

current.variables.variable_name. Variable values on sc_req_item can be accessed using 'current.variables.variable_name' or via the 'getItemVariablesXML()' method depending on the context, but 'current.variables' is standard.

Answer

current.variable_pool[variable_name]

Answer

GlideSystem.getProperty('variable_name')

Answer

gr.getValue('variables')

Question 3

During an order guide configuration, an administrator needs to ensure that specific catalog items are automatically added to the cart based on the user's answers in the initial 'Describe Needs' prompt. Where should the administrator define this logic?

Accepted Answer

Order Guide Rule Base. Order Guide Rule Bases contain the rules that evaluate user input from the describe needs section and conditionally include specific catalog items in the generated cart.

Answer

Workflow Properties

Answer

Cart Layout

Answer

Catalog Client Script

Question 4

Which TWO types of records can be directly linked to a Problem record in standard ServiceNow ITSM? (Choose two.)

Accepted Answer

Incident. Incidents, Change Requests, and Problem Tasks can be linked directly to a Problem record.

Answer

Bank Account

Answer

Airplane Flight Plan

Answer

Real Estate Deed

Question 5

Which THREE configuration steps are typically required when setting up a new Problem Task definition or type? (Choose three.)

Accepted Answer

Adding the task related list to the parent Problem form. Setting up task types involves defining dictionary entries, configuring form layouts, and assigning appropriate user roles or ACLs.

Answer

Modifying physical data center HVAC cooling speeds

Answer

Rewriting the core database kernel in C++

Question 6

What is the purpose of the 'Outages' related list on a Problem record?

Accepted Answer

To record periods of service unavailability associated with the problem's impact. The Outages related list records downtime intervals associated with the problem or its affected configuration items.

Answer

To schedule future maintenance windows

Answer

To log network printer connection drops

Answer

To track employee vacation schedules

Question 7

Which TWO methods can be used to navigate to Problem Management modules in the ServiceNow application navigator? (Choose two.)

Accepted Answer

Navigating via Problem > Open or Problem Administration > Properties. Users can use the application navigator filter to search for 'Problem' or browse under the ITSM application menu structure.

Answer

Clicking on System Security > Certificates

Answer

Accessing Facilities > Work Orders

Answer

Opening the Incident menu and selecting 'Payroll Runs'

Question 8

An administrator is designing a custom Flow Designer action to process Problem records. Which TWO types of inputs can be configured for a custom Flow Designer action? (Choose two.)

Accepted Answer

Record (referencing a specific table like Problem [problem]). Custom actions in Flow Designer accept various data types including records (GlideRecord references), strings, integers, booleans, and dates.

Answer

Live video streaming feed codec

Answer

Analog radio frequency wave capture

Answer

Direct physical server motherboard circuit diagram binary

Question 9

Which TWO methods are commonly used by end-users or support staff to find existing Known Error Articles in ServiceNow? (Choose two.)

Accepted Answer

The Known Errors module in the Problem Management application. Users can search via Global Search, Knowledge portals, or the Known Errors module.

Answer

Dialing the instance server IP address into a landline telephone

Answer

Scanning the physical barcode of a server rack with a TV remote

Answer

Reading physical office bulletin boards

Question 10

Which THREE entities can be associated as 'Affected CIs' or related configuration items in ServiceNow ITSM problem handling? (Choose three.)

Accepted Answer

Hardware server. CIs can include hardware servers, software applications, and business services.

Answer

Personal grocery shopping list

Answer

Fictional movie character profile

Question 11

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.. Variable sets are added to catalog items through the 'Variable Sets' related list on the Catalog Item form.

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 12

An organization wants to reuse a set of standard hardware specification questions across twenty different laptop and desktop catalog items. Which feature should the administrator implement?

Accepted Answer

Variable Set. Variable sets allow grouping variables together so they can be reused across multiple catalog items.

Answer

Record Producer Template

Answer

Catalog UI Policy Collection

Answer

Order Guide Rule Base

Question 13

When creating a Catalog Client Script, what is the purpose of selecting 'Mobile / Service Portal' as the UI type?

Accepted Answer

It ensures the script executes correctly in Service Portal and mobile interfaces where DOM manipulation is restricted.. Selecting 'Mobile / Service Portal' ensures the client script executes within the Service Portal and mobile environments rather than legacy UI16.

Answer

It restricts the script to run exclusively on native iOS and Android mobile apps.

Answer

It bypasses client-side caching for catalog item variables.

Answer

It automatically converts jQuery syntax into AngularJS directives.

Question 14

An administrator is configuring a Multi-Row Variable Set (MRVS). Which THREE of the following capabilities are true regarding MRVS behavior? (Choose three.)

Accepted Answer

It can be reused across multiple catalog items just like standard variable sets.. MRVS allows collecting multiple rows of variable data, stores data in JSON format on requested items, and can be validated through specialized mechanisms.

Answer

It automatically creates separate Incident records for every row entered in the grid.

Answer

Standard Catalog UI Policies can dynamically hide individual columns inside an MRVS grid dynamically by column name.

Question 15

An order guide includes three cascading catalog items. When a user submits the order guide, the values populated in the base order guide prompt variables do not pass to one of the child items. What is the most likely cause of this behavior?

Accepted Answer

The variable names or types between the order guide and the child catalog item do not match exactly.. Cascading maps variables automatically if the variable names and types match between the order guide and the catalog items. If they do not match, cascading fails for those specific variables.

Answer

The child catalog item has 'No cart' checked in its Web Service settings.

Answer

Cascade variables is disabled globally in Service Catalog properties (glide.sc.cascade).

Answer

The child catalog item uses a multi-row variable set which prevents cascading.