CIS-ITSM Practice Test 5 — 10 Questions

Question 1

An administrator is configuring SLA Definitions for Incident Management. They need the SLA timer to pause whenever an incident is placed in the 'Awaiting Vendor' state. How should this be configured?

Accepted Answer

Set the Pause condition to State is Awaiting Vendor.. SLA Pause Conditions define when the SLA clock stops ticking, typically mapped to specific states such as 'Awaiting User' or 'Awaiting Vendor'.

Answer

Modify the Incident workflow to suspend timers.

Answer

Set the Stop condition to State is Awaiting Vendor.

Answer

Create a Business Rule to pause task_sla records.

Question 2

A change manager needs to review the history of a change request, including all state transitions and approval decisions. Which related list on the Change Request form provides this audit trail?

Accepted Answer

Approval History / Activity Stream. The 'Approvals' and 'Activity' formatter or 'History' logs track state transitions and audit trails.

Answer

Outages

Answer

Configuration Items

Answer

Catalog Tasks

Question 3

Which TWO mechanisms are used in ServiceNow to automate risk assessment scoring for a Normal Change? (Choose two.)

Accepted Answer

Risk Conditions (risk_conditions table) that map assessment scores to risk values. Risk assessments utilize risk conditions and assessment questionnaires/metrics to evaluate risk.

Answer

Incident priority matrices

Answer

Service Catalog workflow variables

Answer

Automated email replies sent to the service desk

Question 4

A change manager wants to ensure that changes affecting a specific mission-critical business service are automatically assigned a High risk score. How can this be accomplished?

Accepted Answer

Configuring a Risk Condition matching that business service. Risk conditions can evaluate the affected business service or CI class to automatically assign risk levels.

Answer

Modifying the Business Service form layout

Answer

Creating a Service Level Agreement (SLA) definition

Answer

Writing an Access Control List (ACL)

Question 5

An enterprise wants to ensure that when a Problem reaches the 'Resolved' state, any workaround discovered is automatically pushed to all active related Incidents. What is the recommended baseline feature to support this workflow?

Accepted Answer

Communicate Workaround UI Action / Business Rule logic. Problem Management has out-of-the-box business logic (like business rules) that can communicate workarounds to related incidents when updated or resolved.

Answer

Data Lookup Definitions

Answer

Scheduled Job running hourly

Answer

Inbound Action script

Question 6

A user attempts to create a Normal Change request, but notices that the Conflict Detection engine is not automatically running upon save. Which Business Rule or scheduled job typically triggers conflict detection asynchronously?

Accepted Answer

Run Conflict Detection on Insert/Update Business Rule. Conflict detection is typically invoked by the ConflictFinderSNC script include, often called from business rules on the change_request table upon insert or update.

Answer

Risk Assessment Scheduled Job

Answer

Change Management Scheduled Import

Answer

CAB Workbench Scheduled Job

Question 7

An organization wishes to customize the Risk Assessment questionnaire to include custom branching logic based on the user's previous answer. Which module is used to design and manage these assessments?

Accepted Answer

Assessment Designer (survey_designer). Assessments (Assessment Designer, survey_designer) are used to configure risk assessment questionnaires and categories in ServiceNow.

Answer

Service Catalog Item Builder

Answer

Form Designer

Answer

Workflow Studio

Question 8

An enterprise requires that when a Major Incident is declared, a dedicated Child Incident task is automatically created for each affected business service found in the Business Service CI relationship. Which out-of-the-box feature supports this specialized workflow?

Accepted Answer

Major Incident Management (MIM) Workbench. Major Incident Management (MIM) includes specialized workflows and communication plans to handle major incidents, including child incident management.

Answer

Service Level Agreement Engine

Answer

Data Lookup Definitions

Answer

Incident Templates

Answer

Outbound REST Message

Question 9

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 threshold rules or custom risk calculation script includes allow overriding the total calculated risk based on specific critical answers.

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 10

An administrator needs to configure Problem Management properties to automatically close related incidents when a Problem is closed. Where are these global properties accessed?

Accepted Answer

Problem Administration > Properties. Problem Management properties are managed under Problem Administration > Properties in the Navigator.

Answer

ITSM Properties > General

Answer

Incident Management > Properties

Answer

System Properties > Problem