CIS-ITSM Practice Test 7 — 10 Questions

Question 1

An organization wants to capture 'Resolution Code' values that are specific to the 'Network' category. How is this achieved?

Accepted Answer

Dependent Values on the Choice field. Dependent Values on a Choice field is the standard ServiceNow mechanism for cascading choice lists, where the options in one field are filtered based on the value selected in another. To capture Resolution Codes specific to the 'Network' category, you configure the Resolution Code choice field with a dependent relationship to the Category field, so only Network-related codes appear when Category = Network.

Answer

ACLs

Answer

System Properties

Answer

Client Script

Question 2

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.

Answer

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

Answer

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

Question 3

A change coordinator notices that conflict detection generated a 'Soft Conflict'. How does a soft conflict differ from a hard conflict in ServiceNow?

Accepted Answer

Soft conflicts provide a warning without automatically blocking progress, whereas hard conflicts can block the change workflow. In ServiceNow change management, a soft conflict is a warning that does not block the change workflow, whereas a hard conflict can prevent the change from proceeding or require explicit override. Soft conflicts alert the change coordinator to potential scheduling or CI overlaps but allow the change to continue. This distinction is defined in conflict detection rules.

Answer

Soft conflicts are generated by manual user input, whereas hard conflicts are automated

Answer

Soft conflicts only apply to standard changes

Answer

Soft conflicts require CAB approval, while hard conflicts do not

Question 4

Which role is required to create a new Standard Change proposal?

Accepted Answer

itil. The itil role is required to create a new Standard Change proposal in ServiceNow ITSM. Standard Changes are pre-approved, low-risk changes, and the itil role grants the necessary access to the Change Management application to propose them. Users without itil cannot access the change creation workflow.

Answer

discovery_admin

Answer

catalogue_builder

Answer

security_admin

Question 5

You are tasked with configuring the Incident Priority Matrix. If an Incident has an Urgency of 2 and an Impact of 2, what is the default Priority?

Accepted Answer

Priority 3 - Moderate. In the ServiceNow Incident Priority Matrix, Priority is derived from the combination of Impact and Urgency using a default lookup table. For the intersection of Urgency = 2 and Impact = 2, the default Priority is 3 (Moderate). This follows the standard ITIL-based matrix where only combinations of high urgency and high impact yield Priority 1 or 2, while mid-range combinations produce Priority 3.

Answer

Priority 4 - Low

Answer

Priority 2 - High

Answer

Priority 1 - Critical

Question 6

Which user role is required by default to create, manage, and close incident records within the standard ServiceNow IT Service Management application?

Accepted Answer

itil. The 'itil' role is the standard user role required to create, manage, and close incident records in ServiceNow ITSM. It grants the necessary permissions to perform these actions without granting full administrative privileges. The other roles either provide read-only access or are too broad.

Answer

snc_read

Answer

sn_incident_write

Answer

admin

Question 7

A service desk analyst wants to assign an unassigned incident to themselves with a single click. Which UI Action provides this functionality out of the box?

Accepted Answer

Assign to me. ServiceNow ships an out-of-the-box UI Action named 'Assign to me' on the Incident table that sets the Assigned to field to the current user in a single click. It is a form button visible when the incident is unassigned (or reassignable) and is the standard mechanism analysts use to claim work.

Answer

Claim Incident

Answer

Self-Assign

Answer

Take Ownership

Question 8

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 is the default action that creates a new Problem record and populates related fields such as the short description and links the originating incident. This establishes the Problem-Incident relationship out of the box. It is the standard mechanism a Problem Coordinator uses to initiate problem management from an incident.

Answer

Associate to Problem

Answer

Create Major Incident

Answer

Promote to Problem

Question 9

An administrator wants to hide a variable set on a catalog item form when a checkbox variable is unchecked. Where should this behavior be configured?

Accepted Answer

Catalog UI Policy. A Catalog UI Policy is the correct mechanism to hide a variable set when a checkbox variable is unchecked. UI Policies provide declarative, no-code control over field visibility, mandatory, and read-only states on catalog forms, and they support conditions based on other variables. The policy's action would target the variable set (or its contained variables) and set 'Visible = false' when the checkbox is false.

Answer

Catalog Client Script (onLoad)

Answer

Workflow properties

Answer

Order Guide Rule Base

Question 10

An incident has been inactive in the 'Resolved' state for a specific number of days defined by system properties. Which out-of-the-box scheduled job automatically moves it to 'Closed'?

Accepted Answer

Autoclosed Incidents. The 'Autoclosed Incidents' scheduled job in ServiceNow automatically transitions incidents that have been in the Resolved state beyond the configured number of days (defined by system properties like glide.incident.autoclose.delay) to the Closed state. It is the out-of-the-box job responsible for this lifecycle transition.

Answer

Incident Escalation Job

Answer

Data Archival Job

Answer

SLA Generation Job