CIS-ITSM Practice Questions 1 — 50 Questions

Question 1

A company wants to automatically retire hardware CIs that have been in an 'In Maintenance' state for more than 180 days without an active update. Which CMDB feature is designed to automate this lifecycle management workflow?

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

Accepted Answer

CMDB Data Manager. CMDB Data Manager allows organizations to create automated policies for managing CI lifecycles, including attestation, archiving, and retirement.

Answer

Data Certification schedules

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Lifecycle Management Business Rules

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Scheduled Jobs with baseline scripts

Question 2

An organization defines a multi-attribute identification rule for the Linux Server class using 'serial_number' and 'ip_address'. During a payload execution, the IRE finds an existing CI matching the serial number, but the IP address has changed. How does the IRE process this payload?

Accepted Answer

It updates the existing CI's IP address and any other payload attributes, treating it as the same physical asset based on the matching rule entry.. Multi-attribute identification rules evaluate criteria as an ordered set or rule criteria group. If the primary attributes match or if the rule specifies matching behavior, the existing CI is updated rather than creating a duplicate.

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It flags the payload in the IRE Error Dashboard as an identification conflict requiring manual resolution.

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It creates a new CI record because the IP address attribute does not match the historical value.

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It deletes the existing CI and inserts a new one with the updated attributes.

Question 3

A technician wants to view the graphical relationship hierarchy of a Business Service and its underlying servers. Which feature should they open from a CI record?

Accepted Answer

Dependency View. Dependency Views provide a graphical map of CIs and their relationships, allowing technicians to inspect upstream and downstream impacts.

Answer

Relationship Builder

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CMDB Dashboard

Answer

CI Class Manager

Question 4

An administrator needs to evaluate the overall health of the CMDB, specifically measuring the percentage of CIs that have not been updated or verified within the last 90 days. Which CMDB Health metric addresses this?

Accepted Answer

Staleness (Compliance metric). CMDB Health consists of Completeness, Correctness, and Compliance. Compliance measures metrics such as audits and freshness/staleness based on last update times.

Answer

Orphans (Correctness metric)

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Audit (Completeness metric)

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Duplicate CIs (Correctness metric)

Question 5

Which THREE of the following are benefits of using CI Class Manager? (Choose three.)

Accepted Answer

Centralized viewing and editing of class-specific identification rules.. CI Class Manager provides a centralized console to manage classes, view class hierarchies, and configure identification/reconciliation rules.

Answer

Automatic execution of incident management triage workflows for failed discoveries.

Answer

Direct editing of system-level Java source code for Discovery patterns.

Question 6

An administrator needs to ensure that network gear discovered by Discovery is classified under a specific custom child table of cmdb_ci_netgear. Where should the administrator define the classification criteria to map network devices to this custom table?

Accepted Answer

CI Class Manager. CI Class Manager is the centralized location used to manage CI classes, including setting up identification rules, reconciliation rules, and classification criteria for discovered items.

Answer

Discovery Definition > Network Classifications

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CMDB Properties

Answer

CI Identifier Rules module

Question 7

An administrator needs to review the overall CMDB health scores for Completeness, Correctness, and Compliance across all classes. Which application and module should they navigate to?

Accepted Answer

Configuration > CMDB Dashboard. The CMDB Health Dashboard provides centralized visibility into the completeness, correctness, and compliance KPIs of the CMDB.

Answer

CI Class Manager > Overview

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System Definition > Health Log

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Discovery > Health Metrics

Question 8

An engineer needs to add a custom attribute called 'Rack Number' to all Linux Server CIs. Where should this modification be performed to ensure it applies correctly to the table hierarchy?

Accepted Answer

CI Class Manager. CI Class Manager allows administrators to add attributes to a specific class and ensures the underlying dictionary entry is created on the correct table.

Answer

Table Builder on cmdb_ci_linux_server

Answer

System Definition > Custom Fields

Answer

Dictionary Editor on cmdb_ci

Question 9

Which THREE of the following statements are true regarding Identification and Reconciliation Engine (IRE) processing? (Choose three.)

Accepted Answer

IRE processing can be invoked via script using the CMDBEngine API or JSON payloads.. IRE uses identification rules to find CIs, applies reconciliation rules to govern attribute updates, and processes payloads through APIs or Discovery.

Answer

IRE relies solely on the sys_id attribute to match and update existing Configuration Items.

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IRE automatically deletes any CI that has not been updated within 30 days.

Question 10

A custom integration script is inserting records directly into the cmdb_ci_server table without invoking the Identification and Reconciliation Engine (IRE). What is the primary risk of this approach?

Accepted Answer

It bypasses identification rules and reconciliation rules, risking data duplication and unauthorized overwrites.. Bypassing the IRE means duplicate CIs can be created, and reconciliation rules governing attribute updates will not be enforced, compromising data integrity.

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It causes ServiceNow to automatically reject all incoming records due to missing UI policies.

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It prevents the CIs from ever being viewed in the Dependency View.

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It triggers an infinite loop in the Discovery pattern engine.

Question 11

An organization requires that network gear attributes can only be updated by the Network Discovery data source, while server attributes can be updated by both Discovery and a manual import set. Where must this restriction be configured?

Accepted Answer

Reconciliation Definitions. Reconciliation definitions in the IRE determine which data sources are authorized to write to specific CI attributes, preventing lower-priority sources from overwriting authoritative data.

Answer

Access Control Lists (ACLs)

Answer

CI Class Manager Identification Rules

Answer

Data Source Precedence Rules

Question 12

An enterprise wants to track availability metrics across different geographies for a global email service offering. Each region has a different uptime target and maintenance window. How should the implementation specialist configure this in ServiceNow SPM?

Accepted Answer

Create separate Service Offerings under the parent email service for each region. Different geographic commitments for the same service require separate Service Offerings, each with its own SLA and availability definitions.

Answer

Attach multiple SLA definitions to a single Business Service record

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Create multiple Service Portfolios with domain separation enabled

Answer

Modify the base system SLA workflow using dynamic script includes

Question 13

A multinational enterprise uses Service Portfolio Management and needs to ensure that service commitments reflect underlying vendor Operational Level Agreements (OLAs). Where should an administrator link vendor OLAs to ensure compliance tracking within ServiceNow?

Accepted Answer

On the Service Offering record via related lists for commitments or SLAs. OLAs underpin SLAs and service offerings by defining internal or vendor commitments required to meet the service offering goals.

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Inside the CSDM Relationship builder as a dynamic CI link

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Within the Catalog Item workflow definition

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Directly on the Service Portfolio record as child attachments

Question 14

A Problem Coordinator wants to create a Problem record from an existing Incident. By default, which UI Action on the Incident form initiates this relationship and populates related fields?

Accepted Answer

Create Problem. The 'Create Problem' UI Action on the Incident form creates a new Problem record and maps relevant fields such as Short Description and Configuration Item.

Answer

Associate to Problem

Answer

Create Major Incident

Answer

Promote to Problem

Question 15

Which TWO factors should be considered when defining relationship rules between CI classes? (Choose two.)

Accepted Answer

Whether the relationship is mandatory or optional for compliance checking.. CI relationship rules restrict which classes can have specific relationships with each other to maintain data quality.

Answer

The IP subnet mask of the connected network gear.

Answer

The financial depreciation schedule of the connected assets.

Answer

The operating system version of the parent server.

Question 16

A team wants to create a new relationship type to define a custom dependency between hardware and business applications. Which module should be used to define this new relationship type?

Accepted Answer

Relationship Types. Relationship Types (cmdb_rel_type) define the directional relationship labels between CIs and can be created or modified via the Relationship Types module.

Answer

Dependency View Configurator

Answer

CI Relationship Rules

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CMDB Groups

Question 17

During an import of server CIs, duplicate records are being created because different data sources send serial numbers in different cases (uppercase vs lowercase). Which configuration in Identification and Reconciliation Engine (IRE) will prevent this issue?

Accepted Answer

Enable case-insensitive matching on the identifier entry for the Serial Number attribute.. IRE identification rules can utilize preprocessing scripts or transform rules, but more commonly, identifier entries are configured with normalization or matching criteria, or payload transformers to normalize case sensitivity before matching.

Answer

Create a custom CMDB Data Manager policy to merge duplicates automatically.

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Set the Reconciliation Rule to discard updates from the secondary data source.

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Modify the Identification Rule weight to a higher number.

Question 18

While reviewing the CMDB Correctness score, an administrator notices a high count of orphan CIs. What is the definition of an orphan CI in the context of CMDB Health Correctness?

Accepted Answer

A CI that has no relationships defined where relationships are expected according to class configuration rules.. An orphan CI is a Configuration Item that belongs to a class that is expected to have relationships (such as containing or running on), but currently has no relationships defined.

Answer

A CI that has not been updated by any discovery source or manual import in over 90 days.

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A CI record that shares the exact same serial number and name as another active CI record.

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A CI whose assigned support group or managed-by user no longer exists in the sys_user table.

Question 19

Which THREE of the following metrics are tracked under the Correctness pillar of the CMDB Health Dashboard? (Choose three.)

Accepted Answer

Relationships (Invalid relationships). Correctness tracks data integrity problems, specifically Duplicates, Orphans, and Invalid Relationships or Stale references (depending on configuration, primarily Duplicates and Orphans). Let's list the valid correctness metrics.

Answer

Staleness

Answer

Required fields populated

Question 20

Which TWO roles are typically associated with managing and interacting with Service Portfolios in ServiceNow? (Choose two.)

Accepted Answer

sn_spm.portfolio_manager. Portfolio managers and service owners are the primary users who manage portfolios and services.

Answer

sn_sec_incident_analyst

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itil

Answer

sn_vul.vulnerability_admin