CIS-ITSM Practice Test 6 — 10 Questions

Question 1

An administrator needs to modify the window of time considered by the Conflict Detection engine when checking for overlapping changes on the same Configuration Item (CI). Where is this conflict time window configured?

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

Accepted Answer

System Properties (prefix com.snc.change_management.conflict). The conflict detection time window is configured in System Properties with the prefix com.snc.change_management.conflict. These properties define the window before and after a change during which overlapping changes on the same CI are flagged. Administrators adjust these values to control how far apart changes must be to avoid conflicts.

Answer

The ConflictFinderSNC script include hardcoded constants

Answer

CI Relationship types table

Answer

Change Properties module under 'Conflict' tab

Question 2

Where can users view all scheduled changes across the infrastructure?

Accepted Answer

Change Schedule. The Change Schedule in ServiceNow provides a calendar view showing all scheduled changes across the infrastructure, allowing users to visualize planned maintenance windows, identify overlaps, and coordinate changes. It aggregates change requests by their planned start and end dates and can be filtered by CI, group, or other criteria. This is the primary interface for viewing scheduled changes.

Answer

Dashboard

Answer

Configuration Item list

Answer

Service Portal

Answer

CAB Workbench

Question 3

An enterprise requires that whenever a change request's risk is calculated as 'High', the change model automatically enforces an additional approval from the Security Operations team. How can this requirement be met?

Accepted Answer

Configuring Change Approval Policies or Approval Definitions tied to the Change Model based on risk criteria. Change Approval Policies or Approval Definitions in ServiceNow allow you to define conditional approvals based on risk. By tying a policy to the Change Model and setting conditions such as risk = High, the system automatically enforces an additional approval from the Security Operations group. This is the standard, declarative way to meet the requirement without custom code.

Answer

Adding Security Operations as the primary assignment group

Answer

Writing a client script on the Risk Assessment form

Answer

Modifying the system date/time format

Question 4

What is the function of the 'No 'Add to Cart'' checkbox on a catalog item form?

Accepted Answer

It removes the 'Add to Cart' button, leaving only the 'Order Now' button.. The 'No Add to Cart' checkbox on a catalog item form, when checked, removes the 'Add to Cart' button from the item's catalog page, leaving only the 'Order Now' button. This forces users to go through the checkout process immediately for that item, rather than adding it to a cart with other items. It does not disable ordering entirely.

Answer

It completely disables ordering of the item.

Answer

It prevents the item from appearing in search results.

Answer

It restricts checkout to users with the admin role.

Question 5

Which TWO factors are typically evaluated by the ServiceNow Conflict Detection engine when checking a change request? (Choose two.)

Accepted Answer

Schedule overlaps with other change requests on the same CI. The ServiceNow Conflict Detection engine evaluates whether a change request's planned window collides with other scheduled changes affecting the same configuration item, so option B (schedule overlaps with other change requests on the same CI) is correct because overlapping maintenance windows on a shared CI create operational risk. Option D (blackout schedules prohibiting changes during specific critical periods) is also correct because the engine checks the change against defined blackout/maintenance windows to prevent changes during frozen or critical business periods. Options A, C, and E are not part of conflict detection: password complexity and security compliance are handled by security/audit controls, Service Catalog fulfillment costs relate to financial/request management, and CMDB hardware depreciation is an asset-financial concept, none of which the Conflict Detection engine evaluates.

Answer

User password complexity and security compliance

Answer

Service Catalog item fulfillment costs

Answer

CMDB hardware depreciation schedules

Question 6

An administrator needs to ensure that a set of variables appears on multiple Catalog Items without having to recreate them individually for each item. Which feature should the administrator configure?

Accepted Answer

Variable Set. A Variable Set is a reusable container of variables that can be attached to multiple Catalog Items, so the administrator defines the variables once and references the set on each item. This avoids duplicating variable definitions across items and keeps them synchronized when changes are needed.

Answer

Catalog Client Script Template

Answer

Record Producer

Answer

Order Guide

Question 7

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). Staleness is the correct CMDB Health metric because it measures the percentage of CIs that have not been updated or verified within a defined threshold (e.g., 90 days). It falls under the Compliance metric category in CMDB Health, which tracks whether CIs meet governance requirements like timely verification. Staleness specifically uses the 'last updated' or 'last verified' timestamp to flag aging CIs.

Answer

Orphans (Correctness metric)

Answer

Audit (Completeness metric)

Answer

Duplicate CIs (Correctness metric)

Question 8

Which TWO actions happen when a conflict is detected during the change scheduling process? (Choose two.)

Accepted Answer

Conflict status indicators provide visibility into soft or hard conflicts. Option A is correct because conflict status indicators are the mechanism that surfaces whether a detected scheduling clash is a soft conflict (a warning that can often be resolved by rescheduling) or a hard conflict (a genuine overlap that must be addressed before the change can proceed), giving change managers the visibility needed to act. Option E is correct because when the scheduling process detects a conflict, it creates conflict records that are stored and shown in the Conflicts related list on the change request, providing an auditable, actionable record of the clash. The remaining options do not belong: B is wrong because conflict detection does not trigger a company-wide email broadcast, C is wrong because a scheduling conflict never automatically retires the affected configuration item from service, and D is wrong because the change request is not deleted from the database — it is retained and flagged so the conflict can be resolved.

Answer

An automated email is broadcast to all company employees

Answer

The configuration item is automatically retired from service

Answer

The change request is automatically deleted from the database

Question 9

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. Option A is correct because an Emergency Change must still be documented via a change request that captures the urgent issue, the remediation plan, and the associated risk/impact so the change is traceable and auditable. Option C is correct because emergency changes are handled through a pre-defined expedited approval path (an Emergency CAB or delegated approver model) rather than the normal change calendar, allowing rapid authorization while preserving governance. Options B, D, and E are incorrect: converting the change to a standard change template (B) is inappropriate since standard changes are pre-approved, low-risk, and repetitive, not urgent unplanned fixes; disabling auditing and logging (D) violates compliance and destroys the audit trail needed for post-implementation review; and waiting for the next monthly CAB (E) defeats the purpose of an emergency change, which by definition cannot wait for the normal change cycle.

Answer

Convert the change into a standard change template

Answer

Disable all auditing and logging on the instance

Answer

Wait for the next monthly CAB meeting scheduled three weeks away

Question 10

Which role is the minimum required to read and update incident records?

Accepted Answer

itil. The itil role in ServiceNow is the minimum role that grants read and write access to incident, problem, and change records. It is designed for ITIL process users such as service desk agents who need to work on incidents daily. The user role alone cannot update incidents, and admin/itil_admin are higher-privileged than required.

Answer

user

Answer

admin

Answer

itil_admin