CIS-ITSM Change Management Practice Test 2 — 15 Questions

Question 1

A change practitioner is scheduling a change and needs to verify if any 'Blackout Schedules' apply. Where are Blackout Schedules created and managed in ServiceNow?

Accepted Answer

Schedules module (cmn_schedule table). Blackout Schedules in ServiceNow are built on the platform's core scheduling engine, which stores all schedule records in the cmn_schedule table. They are created and managed through the Schedules module (System Scheduler > Schedules), where a schedule can be flagged as a blackout schedule by setting the 'Type' field to 'Blackout'. Change Management then references these schedules via the 'Blackout' related list on the Change Schedule, and the Change Management blackout logic checks against the cmn_schedule records.

Answer

Data Policies table

Answer

CI Class Manager

Answer

Change Properties > Blackout tab

Question 2

An administrator is configuring conflict detection to include upstream dependent CIs. If CI A depends on CI B, and a change is scheduled on CI B, how does conflict detection evaluate CI A?

Accepted Answer

It flags a conflict on CI A because of its relationship to the changing CI B. When conflict detection is configured to include upstream dependent CIs, it evaluates the relationships between CIs. If CI A depends on CI B (i.e., CI A is upstream and depends on CI B), and a change is scheduled on CI B, the conflict detection will flag a conflict on CI A because CI A is dependent on CI B and may be affected by the change. This is because changes to a downstream CI can impact upstream CIs that rely on it.

Answer

It rejects the change automatically without generating a conflict record

Answer

It ignores CI A unless CI A is also explicitly selected in the change request

Answer

It automatically creates an incident for CI A

Question 3

An administrator needs to write a custom script to evaluate change conflicts programmatically. Which script include method is commonly called to execute conflict checks for a given change sys_id?

Accepted Answer

ConflictFinderSNC().hasConflict() or equivalent engine methods. ServiceNow exposes conflict-checking logic through scriptable engine classes such as ConflictFinderSNC (or equivalent conflict engine methods) that accept a change sys_id and return conflict results, which is what a custom script would call to evaluate conflicts programmatically. These engine methods encapsulate the same logic the UI uses for conflict detection.

Answer

ChangeEngine().runConflicts()

Answer

CABWorkbench().getConflicts()

Answer

RiskCalculator().calculate()

Question 4

Which TWO change types are recognized out-of-the-box in ServiceNow Change Management? (Choose two.)

Accepted Answer

Normal Change. Option B, Normal Change, is correct because ServiceNow Change Management ships with three OOB change models: Normal, Standard, and Emergency, and Normal is the default type used for changes that require full assessment, approval, and scheduling through the change lifecycle. Option C, Emergency Change, is also correct because it is one of the three baseline change types, designed for urgent changes that must be implemented immediately, often with expedited or post-implementation approval via the CAB. The unmarked options do not belong: Temporary Change (A) is not an OOB change type but rather a change attribute/field indicating a change will be rolled back, Routine Change (D) is not a baseline type (Standard Change is the OOB type for pre-approved, low-risk, repeatable changes), and Scheduled Change (E) is not a change type but describes a change state/scheduling condition.

Answer

Temporary Change

Answer

Routine Change

Answer

Scheduled Change

Question 5

Which TWO mechanisms are used in ServiceNow to automate risk assessment scoring for a Normal Change? (Choose two.)

Accepted Answer

Risk Conditions (risk_conditions table) that map assessment scores to risk values. Option A is correct because the Risk Conditions mechanism (stored in the risk_conditions table) defines the rules that map assessment scores or change attributes to a calculated risk value, which is exactly how ServiceNow automates risk scoring for a Normal Change. Option B is correct because assessment metric categories and their associated questionnaires, completed during the assess phase of the change lifecycle, generate the underlying scores that feed into the risk calculation. Option C is incorrect because incident priority matrices apply to incident management (impact/urgency to priority) and have no role in change risk scoring. Option D is incorrect because Service Catalog workflow variables drive catalog item fulfillment, not change risk assessment. Option E is incorrect because automated email replies are notifications and do not perform any risk scoring computation.

Answer

Incident priority matrices

Answer

Service Catalog workflow variables

Answer

Automated email replies sent to the service desk

Question 6

An administrator is configuring Change Models. Which THREE elements can be customized per Change Model in ServiceNow? (Choose three.)

Accepted Answer

Change criteria and qualification rules. Option A (Change criteria and qualification rules) is correct because each Change Model defines the conditions that determine when that model applies to a change request, letting administrators tailor qualification logic per model. Option C (Associated Workflows or Flow Designer flows) is correct because a Change Model can be bound to a specific workflow or Flow Designer flow that governs the approval and task execution path for changes using that model. Option E (State transition models and allowed states) is correct because Change Models reference a state model that defines which states exist and how a change can transition between them, allowing different lifecycles per model. Option B is incorrect because CMDB Hardware Discovery schedules are configured through Discovery and MID Server settings, not Change Models. Option D is incorrect because Incident management assignment rules belong to Incident configuration and are unrelated to Change Model customization.

Answer

CMDB Hardware Discovery schedules

Answer

Incident management assignment rules

Question 7

When configuring advanced conflict detection behavior, which THREE properties or mechanisms control how related CIs are evaluated? (Choose three.)

Accepted Answer

CI relationship types table (cmdb_rel_type) defining dependencies. Option C is correct because the CI relationship types table (cmdb_rel_type) defines the parent/child dependency semantics (such as Depends on::Used by) that determine which related CIs are pulled into conflict evaluation. Option D is correct because system properties (for example, the glide.cmdb.conflict.* family controlling related-CI depth and whether related CIs are checked) govern how deep and in what manner the conflict engine traverses relationships. Option E is correct because script includes such as ConflictFinderSNC implement the actual relationship traversal and matching algorithms that identify conflicts across related CIs. Option A is wrong because Service Catalog workflow stages govern request fulfillment, not CI conflict detection. Option B is wrong because Incident SLA percentage thresholds are used for SLA breach tracking and have no role in evaluating related CIs.

Answer

Service Catalog workflow stages

Answer

Incident SLA percentage thresholds

Question 8

An administrator is tasked with configuring custom Risk Assessment rules. Which THREE database tables are primarily involved in risk assessments and condition mapping? (Choose three.)

Accepted Answer

risk_conditions (Risk Conditions table). In ServiceNow Risk Assessment configuration, the risk_conditions table (A) is the core table that stores the custom risk conditions used to evaluate and score risk, so it is directly involved in defining assessment rules. The asmt_metric table (B) holds the individual assessment metrics (questions/statements) that are presented and scored during a risk assessment, making it essential for condition mapping. The asmt_metric_category table (C) groups those metrics into categories, which is required to organize and map conditions within the assessment structure. The incident_sla table (D) only stores SLA definitions and timing data for incidents and has no role in risk assessment logic or condition mapping. The cmdb_ci_computer table (E) merely stores computer CI records and, while CIs may be assessed, it is not one of the primary tables used to define risk conditions or metric mappings.

Answer

incident_sla (Incident SLA table)

Answer

cmdb_ci_computer (Computer CI table)

Question 9

An organization requires that any Normal Change involving a core database server automatically triggers a pre-implementation review task assigned to the Database Team. Where should a ServiceNow administrator configure this requirement?

Accepted Answer

Using Change Management Rules to automatically generate pre-implementation tasks based on CI class or category conditions.. Change Management Rules in ServiceNow are specifically designed to automate the creation of tasks (including pre-implementation review tasks) on change requests based on conditions such as CI class, category, or other change attributes. Since the requirement targets Normal Changes involving a core database server, a Change Management Rule can evaluate the affected CI's class (e.g., cmdb_ci_db_instance) and automatically generate the review task assigned to the Database Team. This is the native, no-code configuration point for injecting mandatory tasks into the change workflow based on CI characteristics.

Answer

Inside the Standard Change catalog definition as a prepopulated template task.

Answer

By modifying the Change Schedule calendar properties to assign review tasks when core database CIs are selected.

Answer

Within the Risk Assessment engine by adding a conditional question that spawns a child task upon high risk scores.

Question 10

A change practitioner needs to create a reusable change record for a routine, low-risk, and well-documented software update that does not require formal CAB approval. Which feature should be used to achieve this?

Accepted Answer

Standard Change Catalog. The Standard Change Catalog is designed for pre-approved, low-risk, routine changes that follow a documented procedure and do not require CAB review. It allows change practitioners to create reusable change templates that can be applied repeatedly, streamlining the process for common updates. This aligns perfectly with the requirement for a reusable change record for a routine software update.

Answer

Emergency Change model

Answer

Standard Change Catalog

Answer

Normal Change workflow

Question 11

A change manager notices that the risk assessment questionnaire is not generating a risk value when a Normal Change record is saved. Upon investigation, the administrator finds that the Risk Assessment UI Action is missing from the form. What is the most likely cause of this behavior?

Accepted Answer

The Change Risk Assessment plugin is active, but the matching Metric Type record conditions do not evaluate to true for the current change record.. The Risk Assessment UI Action appears on the change form only when the associated Metric Type conditions evaluate to true for that change record. If the plugin is active but the Metric Type conditions (e.g., category, risk, CI class) do not match, the UI Action is hidden and no risk value is generated. This is the most likely cause given the plugin is confirmed active.

Answer

The user lacks the 'itil' role required to view the assessment related list on the change form layout.

Answer

The Change Management - State Model core plugin has been deactivated, disabling all assessment logic.

Answer

The change record is currently in the Review state, and risk assessments are restricted from running post-implementation.

Question 12

An administrator needs to configure Blackout Schedules so that no changes can be scheduled during end-of-quarter financial processing. Which application should the administrator use to create this restriction?

Accepted Answer

System Scheduler > Schedules. The [CORRECT] answer is A. In ServiceNow, Blackout Schedules are created and managed in the System Scheduler application under 'Schedules'. These schedules define periods during which changes should not be scheduled, and they are referenced by Change Management to enforce blackout restrictions. The administrator would navigate to System Scheduler > Schedules to create a new blackout schedule.

Answer

Change Management > Administration > Blackout Policies

Answer

Change Management > CAB Definitions > Blackouts

Answer

Service Level Management > Schedule Configuration

Question 13

Which TWO of the following configurations are required to set up and successfully utilize the CAB Workbench for conducting Change Advisory Board meetings? (Choose two.)

Accepted Answer

Configuring a CAB Definition record that specifies the meeting schedule and agenda criteria.. Option A is correct because the CAB Definition record is the foundational configuration that defines the meeting schedule, agenda criteria, and other parameters the CAB Workbench uses to generate and manage CAB meetings. Option B is correct because the CAB Workbench functionality is delivered through the com.snc.cab_workbench plugin, which must be activated before the workbench UI and its related features are available. Option C is incorrect because the sn_cab.workbench role is not modified to grant ITIL permissions; access is controlled through proper role assignment rather than editing that role. Option D is incorrect because automatic email notifications to all change requesters are not a required configuration for setting up or using the CAB Workbench. Option E is incorrect because custom risk assessment questions are configured through risk assessment/change management settings, not as a required CAB Workbench setup step.

Answer

Modifying the sn_cab.workbench role to include ITIL user permissions.

Answer

Enabling automatic email notifications for all change requesters when a CAB meeting agenda is published.

Answer

Defining custom risk assessment questions specifically tied to the CAB Workbench UI layout.

Question 14

When configuring Change Risk Assessment in ServiceNow, which THREE components are part of the Risk Assessment framework? (Choose three.)

Accepted Answer

Metric Types. In the ServiceNow Change Risk Assessment framework, Metric Categories (E) are the top-level groupings that organize risk metrics (for example, categories such as 'Security' or 'Impact') and control how they are displayed and weighted. Metric Types (A) are the individual risk questions or conditions defined within those categories, each with its own type (such as choice, boolean, or scripted) and scoring, forming the building blocks of the assessment. Metrics (B) are the actual scored values or responses generated from metric types that roll up into the overall risk score for a change request. Workflow Activity Handlers (C) belong to the workflow engine for executing activities, not to the risk assessment framework, and CI Class Mapping Tables (D) are used for CI class relationships and identification, not for defining risk assessment components.

Answer

Workflow Activity Handlers

Answer

CI Class Mapping Tables

Question 15

When assessing the risk of a change, which component calculates the risk score based on the risk and impact questions?

Accepted Answer

Risk Assessment. The Risk Assessment component in ServiceNow's Change Management is specifically designed to evaluate the potential risk of a change by presenting a set of risk and impact questions. Based on the answers, it calculates a risk score that helps determine the appropriate approval process and change model. This score is derived from the weighted responses to those questions, which are configured in the Risk Assessment module.

Answer

Conflict Detection

Answer

Change Schedule

Answer

Standard Change Template

Answer

CAB Workbench

Answer

Risk Condition