CIS-ITSM Practice Questions 2 — 50 Questions

Question 1

An administrator needs to configure the system so that when an incident is created from an inbound email, a specific Assignment Group is automatically populated based on the email subject. Which feature should be used to achieve this?

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

Accepted Answer

Inbound Email Actions. Inbound Actions evaluate incoming email content and can set field values, including the assignment group, on the target table such as incident.

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Assignment Rules

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Dictionary Overrides

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Data Policies

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. Notifications are configured in the 'System Notification > Email > Notifications' module.

Answer

Business Rule > Email

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Incident Form Layout

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Service Portal Configuration

Question 3

An organization wants to ensure that when an incident is resolved, the Caller receives an email notification with a survey link. Which baseline module manages the triggering of this survey?

Accepted Answer

Assessment and Surveys (Assessment Metric Types). Surveys are triggered via Survey definitions attached to metric types or triggered by notifications/flows when an incident moves to Resolved or Closed state.

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Incident Properties

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Event Registry

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SLA Definitions

Question 4

A Change Manager wants to ensure that all changes hitting a specific production database CI require a Risk Assessment. Where is this association between CI classes or specific CIs and Risk Assessment criteria defined?

Accepted Answer

Risk Conditions (risk_conditions table). Risk conditions (risk_conditions table) link risk assessments to specific criteria such as CI classes, services, or risk thresholds.

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Business Service Portfolio settings

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CI Relationship Rules

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Change Model state transition maps

Question 5

A change request is currently in the 'New' state. You want to automate the transition to 'Assess'. Where do you define this logic in a Change Model?

Accepted Answer

Change Model Flow. The Change Model's associated flow in Flow Designer manages the state transition logic.

Answer

UI Action on change_request

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State transition table

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Business Rule on change_request

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Workflow properties

Question 6

Which module allows service desk agents to view problems that have been published as known errors?

Accepted Answer

Known Errors. The 'Known Errors' module in Problem Management provides access to published known error records.

Answer

Problem Properties

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Incident Overview

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Change Schedule

Question 7

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. Known Error Articles document identified errors, workarounds, and symptoms so service desk agents can quickly find temporary fixes before a permanent change is implemented.

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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 8

During root cause analysis, a problem analyst identifies that a third-party application component is failing. The analyst wants to link an existing RFC (Request for Change) to the Problem record to track the remediation. How is this relationship established in ServiceNow?

Accepted Answer

By adding the change request in the 'Caused by change' or 'Change requests' related list on the Problem form. Problem records include a 'Caused by change' or 'Requests Change' related list and fields where change requests can be directly linked.

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By executing a background script to update the sys_audit table

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By changing the task type of the problem to a change request

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By modifying the Problem workflow XML to inject the change task ID

Question 9

An organization wants to categorize problems using a hierarchical tree structure (e.g., Hardware > Server > Memory). Which feature should an administrator configure to support dependent category dropdowns on the Problem form?

Accepted Answer

Dependent field attribute configured on the Dictionary entry. Dependent dropdowns in ServiceNow are configured using 'Dependent field' attributes on the dictionary entry of the child field.

Answer

Catalog Client Script

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Data Lookup Matchers

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Client Script with GlideRecord queries

Question 10

An ITIL practitioner needs to view the standard baseline workflow for Problem Management in ServiceNow. Which state comes immediately after the 'Assess' state in the baseline Problem lifecycle?

Accepted Answer

Root Cause Analysis. In the baseline ServiceNow Problem Management workflow, the state sequence is New -> Assess -> Root Cause Analysis -> Fix In Progress -> Resolved -> Closed.

Answer

Resolved

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Fix In Progress

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Review

Question 11

An ITIL process owner wants to ensure that when a Problem record is set to 'Resolved', the 'Root cause' field is mandatory. Which out-of-the-box or configurable feature should be verified or adjusted?

Accepted Answer

Problem Properties (com.snc.problem.mandatory_on_resolve). Problem Properties contain settings to enforce mandatory fields like root cause or workaround upon resolution.

Answer

Incident Management Properties

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Change Management Properties

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System Properties > UI Defaults

Question 12

What is the primary purpose of the 'Description' field on a Problem record?

Accepted Answer

To provide a detailed explanation of the symptoms and issue observed. The description field captures the detailed account of the symptoms and observations reported when the problem was logged.

Answer

To hold the XML payload of inbound emails

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To log the license key of the software

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To store the administrator's login credentials

Question 13

A problem has been investigated, and a permanent fix has been identified. When the problem coordinator creates a known error article from the problem record, how does this workflow assist Incident Management?

Accepted Answer

It populates knowledge base articles with workarounds that agents can reference to resolve or workaround active incidents.. Known error articles published from problems appear in knowledge searches for service desk agents, allowing them to attach workarounds to active incidents.

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It triggers an automatic change request to deploy the fix to production.

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It removes the incident-to-problem relationship and creates a parent-child incident hierarchy.

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It automatically closes all active incidents matching the problem category.

Question 14

Which tab or related list on a Problem record displays the individual tasks assigned to various groups to investigate specific components of the root cause?

Accepted Answer

Problem Tasks. Problem Tasks are managed in the 'Problem Tasks' related list on the Problem form.

Answer

Child Incidents

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Outages

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Affected CIs

Question 15

Which THREE types of metrics can be tracked using the baseline Incident Management SLA and Metric definitions? (Choose three.)

Accepted Answer

Duration an incident spent in a specific assignment group.. Metrics and SLAs track operational metrics such as assignment group duration, resolution time, and SLA breach statuses.

Answer

The exact GPS coordinates of the technician resolving the ticket.

Answer

The physical CPU utilization of the server hosting the database.

Question 16

A Problem record is linked to multiple incidents. When the Problem is resolved, a custom requirement dictates that an email notification must be sent to the callers of all associated active incidents. Which ServiceNow component is best suited to trigger this efficiently?

Accepted Answer

A Business Rule on the Problem table that fires an event for each related active incident. A Business Rule running on the Problem table when state changes to Resolved can query related incidents and trigger event notifications.

Answer

A Client Script utilizing GlideAjax to send emails synchronously

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A Record Producer attached to the Incident table

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An Email Client Template configured on the Problem form

Question 17

What does the 'Root cause summary' field on a Problem record typically capture?

Accepted Answer

The detailed explanation of the underlying cause determined during investigation. The root cause summary documents the underlying fundamental cause of the problem once determined.

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The SLA breach percentage for the problem task

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A list of all engineers who logged into the server

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The purchase order number of the replacement hardware

Question 18

Which TWO actions should be taken when an Emergency Change is required in production? (Choose two.)

Accepted Answer

Create an Emergency change request detailing the urgent issue and remediation plan. Emergency changes require rapid creation and expedited approval paths.

Answer

Convert the change into a standard change template

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Disable all auditing and logging on the instance

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Wait for the next monthly CAB meeting scheduled three weeks away

Question 19

Which THREE methods can be used to assign incoming Problem records to the correct assignment group automatically? (Choose three.)

Accepted Answer

Flow Designer or Workflow assignment logic. Assignment rules, Data Lookup rules, and Workflow/Flow Designer assignment logic automatically route tasks to groups.

Answer

Random guessing by junior service desk agents

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Manually rolling dice in the server room

Question 20

An enterprise uses Agile Development in tandem with Problem Management. When a root cause points to a software defect, the team wants to create a Defect record in ServiceNow Agile Development directly from the Problem form. How is this integration typically achieved?

Accepted Answer

By configuring a UI Action on the Problem form that instantiates an Agile Defect record and establishes a relationship. Configuring UI Actions or extending Agile Development plugins enables creating Agile artifacts (Stories, Defects, Epics) from task forms like Problem.

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By mapping Data Lookup definitions between rm_defects and problem tables

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By editing the core cmdb_ci relationship formatter

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By changing the base table of the problem table to rm_defect