CIS-ITSM Change Management Practice Test 3 — 15 Questions

Question 1

A change request is stuck in 'Assess' state despite all conditions being met. What is the most likely cause if the 'Risk Assessment' is complete?

Accepted Answer

The risk assessment record has not been approved.. In ServiceNow Change Management, a change request in 'Assess' state requires the Risk Assessment to be completed AND approved. Even if the risk assessment is complete, if it has not been approved (e.g., pending approval from a risk manager), the change cannot transition to the next state ('Authorize' or 'Scheduled'). The approval is a separate gate.

Answer

The CI is not active.

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The CAB Workbench has not been scheduled.

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The change window is closed.

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Conflict detection has not run.

Question 2

If you want to ensure that a Change Request cannot be moved to 'Implement' if it conflicts with another Change Request, which feature should you enable?

Accepted Answer

Change Conflict Detection. Change Conflict Detection is a ServiceNow feature that automatically identifies conflicts between change requests based on configuration items, maintenance windows, or other criteria. When enabled, it prevents a change request from moving to the Implement state if a conflict is detected, ensuring that overlapping changes do not cause outages. This directly addresses the requirement to prevent movement to Implement when conflicts exist.

Answer

CAB Governance

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Change Schedule

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Risk Assessment

Answer

Standard Change Catalog

Question 3

Which state is the Change Request in after it has been approved by the CAB and is ready for implementation?

Accepted Answer

Scheduled. In ServiceNow Change Management, the 'Scheduled' state indicates that the Change Request has been approved by the Change Advisory Board (CAB) and is now ready for implementation. This state is used to plan and schedule the change, ensuring all necessary approvals and preparations are complete before actual implementation begins. It is the correct answer because it directly follows the 'Authorize' state and precedes the 'Implement' state in the change lifecycle.

Answer

Assess

Answer

Review

Answer

Authorize

Answer

Implement

Question 4

When configuring a custom Change Model, which property determines the flow of the Change Request?

Accepted Answer

Flow Designer flow. In ServiceNow, the flow of a Change Request is determined by the Flow Designer flow associated with the Change Model. When a Change Model is created, it can be linked to a Flow Designer flow that defines the sequence of states, approvals, and tasks. This flow controls the lifecycle of the Change Request, ensuring it follows the defined process. Thus, the correct answer is Flow Designer flow.

Answer

Process Flow

Answer

State transition map

Answer

Business rule script

Answer

Workflow context

Question 5

Which role is required to finalize a Standard Change template?

Accepted Answer

change_manager. The change_manager role in ServiceNow Change Management has the authority to create, modify, and finalize Standard Change templates, including approving the template for use. This role is specifically designed for personnel who own the change process and its templates.

Answer

sn_cmdb_admin

Answer

itil

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approver_user

Answer

sn_change_cab.cab_manager

Question 6

Which type of change is typically used for a major system update that has been planned in advance?

Accepted Answer

Normal. A Normal change is the correct answer because it is used for changes that require assessment, authorization, and scheduling through the Change Advisory Board (CAB) but are not emergencies. Major system updates that are planned in advance fall into this category because they need review and approval before implementation. Normal changes follow the full change management process, including risk assessment and scheduling, which aligns with a planned major update.

Answer

Routine Change

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Standard

Answer

CAB Change

Answer

Emergency

Question 7

Which table stores the relationship between a Change Request and its associated tasks?

Accepted Answer

Change Task [change_task]. The Change Task [change_task] table is specifically designed to store tasks that are directly associated with a Change Request. It extends the Task [task] table and includes a reference field (change_request) that links each task to its parent Change Request. This table is the standard location for managing implementation, review, and other tasks that are part of the change process.

Answer

CAB Meeting [cab_meeting]

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Change Request [change_request]

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Task Rel [task_rel]

Answer

Task [task]

Question 8

You want to restrict the visibility of specific fields in a Change Request based on the Change Model. What is the recommended way to do this?

Accepted Answer

Form View Rules. Form View Rules are the recommended way to control field visibility on a form based on conditions such as the Change Model. They allow administrators to define which fields appear in which view (e.g., default, model-specific) and can be conditioned on the change model value. This keeps the form layout consistent with the model's requirements without writing code.

Answer

ACLs

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Business Rules

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UI Policies

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Data Policies

Question 9

A change request is in the 'Review' state. What is the primary purpose of this phase?

Accepted Answer

To verify the change outcomes.. In the Change Management state model, the 'Review' state is where the change is assessed after implementation to verify that the change achieved its intended outcome and did not introduce issues. It is the post-implementation verification phase before the change is closed. This is distinct from approval, which occurs earlier in the 'Assess' or 'Authorize' states.

Answer

To approve the release.

Answer

To close the change.

Answer

To perform conflict detection.

Answer

To assign work.

Question 10

What happens to a Change Request if a CAB attendee rejects it during a CAB meeting?

Accepted Answer

It is set to 'Rejected'.. In ServiceNow Change Management, when a CAB attendee rejects a change request during a CAB meeting, the change request's state is set to 'Rejected'. This reflects the CAB's decision and typically triggers notifications and prevents further approval or implementation unless the change is revised and resubmitted.

Answer

It is ignored.

Answer

It is sent to the ITIL user.

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It is deleted.

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It is automatically closed.

Question 11

Which state does an Emergency Change typically enter immediately upon creation?

Accepted Answer

Assess. Emergency changes bypass the normal scheduled approval flow and enter the Assess state immediately upon creation so they can be rapidly evaluated and authorized. This reflects ITIL's emergency change procedure, where speed is critical and retrospective documentation follows. The Assess state allows the emergency change to be reviewed and approved for immediate implementation.

Answer

New

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Implement

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Scheduled

Answer

Closed

Question 12

Which TWO of the following are valid ways to trigger a risk assessment for a Change Request?

Accepted Answer

Automatically upon entering the 'Assess' state. Option A is correct because in ServiceNow Change Management, a risk assessment can be configured to trigger automatically when the Change Request transitions into the 'Assess' state, which is the designated workflow state for evaluating risk before approval. Option B is correct because the 'Assess Risk' UI Action is a manual trigger that lets a user run the risk assessment on demand from the Change Request form, invoking the same risk calculation logic. Option C is incorrect because closing a Change occurs after implementation and is not a point at which risk assessment is triggered. Option D is incorrect because linking an incident to a Change does not itself initiate a risk assessment. Option E is incorrect because email notifications are outbound communications and do not trigger risk assessment processing.

Answer

When the Change is closed

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When an incident is linked

Answer

Via email notification

Question 13

Which TWO roles are specifically associated with managing Change Management processes?

Accepted Answer

change_manager. Option B, change_manager, is correct because this role is explicitly designed to own and govern the Change Management process, including reviewing, approving, and coordinating change requests. Option E, itil, is correct because the ITIL role grants the elevated privileges needed to configure and administer Change Management process settings and related records. The unmarked options do not belong: sn_change_read is only a read-access role for change records, while incident_manager and problem_manager are tied to the Incident and Problem Management processes, not Change Management.

Answer

sn_change_read

Answer

incident_manager

Answer

problem_manager

Question 14

Which THREE items can be configured within a Change Model?

Accepted Answer

Change record producer. In ServiceNow Change Management, a Change Model is a template that pre-populates and controls how change records are created and processed. Option A (Change record producer) is correct because a Change Model can be linked to a record producer, allowing users to create change records through a catalog-style form that maps to that specific model. Option C (Assignment rules) is correct because Change Models support assignment rules that automatically set the assignment group or assigned to values when a change record is created from the model. Option D (State transition flow) is correct because a Change Model defines the state transition flow (the sequence of states and transitions) that the change record follows, which can differ from the default change lifecycle. Option B (CAB meeting duration) is not part of a Change Model; CAB meeting scheduling and duration are configured separately in CAB meeting definitions, not within the model. Option E (CI class inheritance) is not configured in a Change Model; CI class inheritance is a property of the CMDB class hierarchy and CI relationships, not a change model setting.

Answer

CAB meeting duration

Answer

CI class inheritance

Question 15

Which THREE components are visible in the CAB Workbench interface?

Accepted Answer

Change Request details. The CAB Workbench interface is designed to let change managers run a Change Advisory Board meeting, so it displays the Change Request details (B) for the changes being reviewed, including fields such as risk, impact, and schedule needed for board decisions. It also presents the Meeting Agenda (C), which organizes the changes into an ordered list of agenda items that participants work through during the session. Additionally, the CAB definition settings (D) are visible/accessible because the workbench is driven by a CAB definition record that determines the agenda, members, and configuration used for that meeting. An Incident related list (A) is not part of the CAB Workbench layout, since the workbench focuses on change records rather than incidents, and Service Catalog items (E) are catalog offerings unrelated to the change advisory board meeting view.

Answer

Incident related list

Answer

Service Catalog items