CIS-ITSM Practice Test 9 — 10 Questions

Question 1

A support agent needs to create a Problem record directly from an existing Incident while preserving the correlation between the two. Which related link or UI action should the agent use on the Incident form?

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

Accepted Answer

Create Problem. The 'Create Problem' UI action on the Incident form creates a new Problem record and automatically establishes the Problem-to-Incident relationship, preserving correlation for root cause analysis. This is the standard ServiceNow flow for elevating recurring or high-impact incidents into problem management.

Answer

Create Knowledge

Answer

Create Change Request

Answer

Create Major Incident

Question 2

What is the primary purpose of defining a 'Business Criticality' value on a Business Service record in ServiceNow?

Accepted Answer

To determine priority and impact assessment during incident and change management. Business Criticality on a Business Service record is used to indicate how important the service is to the organization, which directly informs impact assessment and priority calculation during incident and change management processes. It feeds into ServiceNow's impact/urgency matrix to determine incident priority and helps change managers assess risk.

Answer

To automatically calculate the monthly subscription cost of the service offering

Answer

To restrict user access to the service portal catalog items

Answer

To establish the technical monitoring parameters in Event Management

Question 3

Which table stores individual Change Tasks (such as Post-Implementation Testing or Implementation tasks) associated with a Change Request?

Accepted Answer

change_task. The change_task table stores individual Change Tasks associated with a Change Request in ServiceNow. Change Tasks represent the granular work items such as implementation, testing, or review tasks that roll up to the parent Change. This is the correct table because it is specifically designed for Change Management task records.

Answer

incident_task

Answer

wm_task

Answer

sc_task

Question 4

Which action should a problem coordinator take when a permanent fix has been successfully deployed and verified?

Accepted Answer

Transition the Problem state to Resolved / Closed. When a permanent fix has been deployed and verified, the problem coordinator should transition the Problem record to Resolved, and then typically to Closed after a verification period. This reflects that the root cause has been eliminated and no further investigation is needed, while preserving the record for audit and knowledge management.

Answer

Change the priority to 1 - Critical

Answer

Delete the problem record immediately to save database storage

Answer

Reassign the problem to the Service Desk as a new incident

Question 5

What is the primary purpose of a Standard Change template?

Accepted Answer

To provide a repeatable, pre-approved method for implementing a low-risk change. A Standard Change template provides a pre-approved, repeatable method for implementing low-risk, routine changes. Because the change is pre-approved by the CAB, it bypasses the normal approval workflow, reducing administrative overhead and enabling faster execution of common tasks like password resets or minor software installs.

Answer

To handle major incident swarming

Answer

To automate emergency change approvals

Answer

To define the risk assessment questions for normal changes

Question 6

An incident record has been closed, and a user calls in reporting the exact same issue is still occurring. What is the recommended ITIL and ServiceNow best practice?

Accepted Answer

Use the Reopen UI action if permitted by system properties and workflow.. ITIL and ServiceNow best practice is to reopen the closed incident using the Reopen UI action, which is governed by system properties (such as glide.incident.reopen or the incident state model) and workflow conditions. Reopening preserves the incident's history, SLA data, and relationships, which is essential for accurate reporting and problem management.

Answer

Delete the closed incident and create a new one.

Answer

Convert the closed incident into a change request.

Answer

Modify the closed record state directly via database XML export.

Question 7

A change manager needs to create a template for a frequent, low-risk change that requires minimal approval. Which Change Model type should be configured?

Accepted Answer

Standard Change. A Standard Change is a pre-approved, low-risk, repeatable change that follows a defined Change Model with minimal or no additional approval. Change managers create Standard Change templates (Change Models) so requesters can submit them without CAB review.

Answer

Emergency Change

Answer

Normal Change

Answer

Template Change

Answer

Minor Change

Question 8

What is the purpose of the 'No quantity' checkbox on a Service Catalog item form?

Accepted Answer

It hides the quantity selector on the item form, forcing the quantity to be 1.. The 'No quantity' checkbox on a catalog item form removes the quantity selector from the item's order form, effectively forcing the quantity to 1. This is used for items where ordering multiples doesn't make sense, such as a single laptop assignment or a software license tied to one user. It is a UI-level restriction on the catalog item definition.

Answer

It sets the default inventory stock count to zero.

Answer

It disables checkout for bulk orders exceeding 10 items.

Answer

It prevents the item from being added to the shopping cart.

Question 9

A company implements Service Portfolio Management and wants to use business service mapping to evaluate financial risk. Which ServiceNow product works alongside SPM to capture total cost of ownership (TCO) by allocating IT costs to business services and offerings?

Accepted Answer

Financial Management (Cost Management / FSM). Financial Management (Cost Management / Financial Services Management) in ServiceNow works alongside Service Portfolio Management to capture total cost of ownership by allocating IT costs to business services and offerings. It provides cost models, allocation rules, and financial reporting that tie IT spend to business services.

Answer

ITOM Discovery

Answer

Demand Management

Answer

Vendor Performance Management

Question 10

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). The Assessment and Surveys module (specifically Assessment Metric Types) manages survey definitions, triggers, and metric types used to generate surveys. When an incident is resolved, a survey can be triggered based on a metric type, and the notification with the survey link is part of that configuration.

Answer

Incident Properties

Answer

Event Registry

Answer

SLA Definitions