CIS-ITSM Practice Test 6 — 10 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.

Answer

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

Answer

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.

Answer

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.

Answer

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

Answer

Incident Overview

Answer

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.

Answer

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

Answer

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

Answer

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

Answer

Fix In Progress

Answer

Review