CIS-ITSM Practice Test 4 — 10 Questions

Question 1

Which THREE metrics or attributes are commonly tracked on a Service Portfolio dashboard to measure service health and performance? (Choose three.)

Accepted Answer

SLA compliance percentage. Dashboards in SPM track SLA compliance, financial budgets versus actuals, and customer satisfaction.

Answer

Wi-Fi signal strength decibel levels

Answer

Hard drive RPM and spindle speed

Question 2

An IT director wants to view an aggregated dashboard showing all services within the 'Infrastructure Services' portfolio, categorized by their current lifecycle stage (e.g., Pipeline, Operational, Retired). Which built-in module in ServiceNow should the administrator direct the director to use?

Accepted Answer

Service Portfolio Workspace. The Service Portfolio Workspace provides interactive dashboards, lifecycle tracking, and financial roll-ups for portfolio managers.

Answer

Service Level Management Dashboard

Answer

ITSM Performance Analytics Home

Answer

Configuration Status Workspace

Question 3

A healthcare organization wants to ensure that its Electronic Health Record (EHR) service is linked correctly to its underlying infrastructure components, such as database servers and network switches, to analyze impact during outages. Which mechanism in ServiceNow should be used to achieve this business service mapping?

Accepted Answer

Application Service linked to a Business Service via CSDM relationships. Application Services in the CSDM framework map technical infrastructure to business services, enabling impact analysis and operational visibility.

Answer

Business Service Portfolio category mapping

Answer

Service Offering Pricing model

Answer

Dynamic Service Offering Subscription

Question 4

An implementation specialist is setting up the Service Portfolio in ServiceNow and needs to define the top-level container that groups services based on business units and strategic objectives. Which record type should the specialist create first?

Accepted Answer

Service Portfolio. The Service Portfolio represents the highest level of organization in Service Portfolio Management, allowing organizations to categorize services by business units, strategy, or target audience.

Answer

Service Classification

Answer

Business Service

Answer

Service Offering

Question 5

An IT team is creating a new service for employees to request standard laptop hardware. According to the Common Service Data Model (CSDM), where does this requestable item sit in relation to the Service Portfolio?

Accepted Answer

It maps directly to a Service Offering within the portfolio. Requestable items in the Service Catalog map to Service Offerings, which sit within the Service Portfolio.

Answer

It exists independently outside of the Service Portfolio hierarchy

Answer

It acts as the parent container for the Service Portfolio

Answer

It replaces the Business Service record entirely

Question 6

When configuring financial modeling and cost roll-ups for a Service Offering in SPM, which THREE data sources can contribute to the calculated cost of the offering? (Choose three.)

Accepted Answer

Direct expense lines associated with the service offering CI. Financial models in SPM can aggregate costs from underlying CIs, expense lines, and related operational expenses.

Answer

Syslog error count thresholds

Answer

Client browser cookies and cache session logs

Question 7

Which related list on a Problem form displays incidents that have been associated with that specific problem?

Accepted Answer

Child Incidents. The 'Child Incidents' related list shows incidents linked to the problem record.

Answer

Problem Tasks

Answer

Outages

Answer

Knowledge Articles

Question 8

Which TWO options represent valid ways an end user (caller) can check the status of their submitted incident? (Choose two.)

Accepted Answer

Automated email notifications triggered by lifecycle state changes. End users can check incident status via the Service Portal or via automated email notifications.

Answer

Accessing the core UI Incident list view

Answer

System Administrator impersonation

Answer

Direct database query via ODBC client

Question 9

An administrator wants to customize the mandatory fields required when closing a Problem record. Where should this requirement be configured to maintain best-practice upgradeability?

Accepted Answer

Problem Administration > Properties. ServiceNow provides Problem Properties to define close-out requirements (e.g., require workaround or root cause before close) without altering baseline business rules directly.

Answer

System UI > UI Actions > Close Problem

Answer

Global Client Script on the Task table

Answer

Dictionary Overrides on the State field

Question 10

A Problem record is associated with a Change Request via the 'Caused by change' field. When the Change Request is cancelled, a stakeholder wants the linked Problem record to automatically transition back to the 'Assess' state and notify the problem assignee. How should this be configured?

Accepted Answer

A Business Rule on the Change Request table that evaluates state changes and updates linked Problem records. A Business Rule on the Change Request table checking if state changed to Cancelled can query related problems and update their state and trigger an event.

Answer

A Data Lookup definition on the task table

Answer

A Client Script on the Problem table checking parent change status

Answer

A UI Policy on the Change form