CIS-ITSM Change Management Practice Test 6 — 15 Questions

Question 1

Which TWO components are part of the CAB Workbench meeting structure? (Choose two.)

Accepted Answer

Agenda management listing change requests to be reviewed. CAB Workbench includes agenda management and attendee tracking.

Answer

Service Portfolio management dashboards

Answer

CMDB Discovery schedule configuration screens

Answer

Automated software patch deployment pipelines

Question 2

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. Related CI conflict evaluation relies on relationship types, upstream/downstream settings, and conflict system properties.

Answer

Service Catalog workflow stages

Answer

Incident SLA percentage thresholds

Question 3

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). Risk assessments involve risk conditions, assessment metric categories, and assessment instances.

Answer

incident_sla (Incident SLA table)

Answer

cmdb_ci_computer (Computer CI table)

Question 4

When configuring advanced change authorization rules, which THREE records or features can be utilized in ServiceNow? (Choose three.)

Accepted Answer

Approval Definitions associated with change categories or models. Change authorization utilizes change models, approval definitions, and change approval policies.

Answer

Service Catalog variable sets

Answer

Hardware asset reconciliation rules

Question 5

Which TWO types of schedules can be utilized to prevent changes from occurring during critical business hours? (Choose two.)

Accepted Answer

Maintenance Schedules. Blackout schedules and maintenance schedules help govern when changes can or cannot occur.

Answer

Asset Depreciation Schedules

Answer

Employee Shift Schedules

Answer

Knowledge Article Expiration Schedules

Question 6

Which TWO steps are required to publish a new Standard Change template from a proposal? (Choose two.)

Accepted Answer

Publish the proposal to make it available in the Standard Change Catalog. Standard change proposals must be reviewed and authorized by an appropriate role before publishing to the catalog.

Answer

Execute an automated network vulnerability scan

Answer

Convert the proposal into an Emergency Change record

Answer

Manually write a custom Business Rule for every proposal

Question 7

Which TWO fields on a Change Request form help determine whether a schedule conflict exists? (Choose two.)

Accepted Answer

Planned end date. Planned start date and Planned end date are compared against other changes and blackouts.

Answer

Assignment group

Answer

Category

Answer

Short description

Question 8

Which TWO actions happen when a conflict is detected during the change scheduling process? (Choose two.)

Accepted Answer

Conflict status indicators provide visibility into soft or hard conflicts. Detected conflicts generate conflict records linked to the change and can trigger soft/hard warning statuses.

Answer

An automated email is broadcast to all company employees

Answer

The configuration item is automatically retired from service

Answer

The change request is automatically deleted from the database

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.. Risk assessments evaluate the impact of a change, and change models define workflows and tasks, but Change Management rules (configured via the Change Management > Administration > Change Management Rules module) allow administrators to enforce conditions such as automatically creating tasks or preventing movement to specific states based on criteria like configuration items.

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

An administrator is troubleshooting why conflict detection is not evaluating custom CI relationship types. Which THREE components control how CI relationships are traversed during conflict detection? (Choose three.)

Accepted Answer

CI relationship type definitions (cmdb_rel_type) specifying upstream/downstream semantics. Conflict relationship traversal relies on relationship type definitions, conflict system properties, and script includes.

Answer

Service Catalog workflow versioning rules

Answer

Incident management priority lookup tables

Question 11

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. Standard changes are pre-authorized, low-risk, and repeatable changes that are published to a catalog for users to select. They do not require normal approval flows like CAB review.

Answer

Emergency Change model

Answer

Standard Change Catalog

Answer

Normal Change workflow

Question 12

During the review of a scheduled Normal Change, the Change Management conflict engine flags an overlap. The conflict is detected against another change record that targets a different CI, but both CIs depend on the same parent business service. How does the conflict engine identify this relationship?

Accepted Answer

By evaluating upstream and downstream relationships in the cmdb_rel_ci table linked to shared dependent CIs or business services.. ServiceNow's conflict detection engine evaluates relationships stored in the Configuration Management Database (CMDB) CI Relationship table (cmdb_rel_ci) to identify upstream and downstream dependencies, such as shared business services or parent CIs.

Answer

By comparing the assignment groups of the tasks to see if they share the same manager.

Answer

By checking if both change records reference the same parent service portfolio offering in Service Portfolio Management.

Answer

Through the Change Schedule map view overlapping boundaries calculated exclusively by the location field.

Question 13

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.. Risk assessment criteria and calculations are tied to Risk Assessment rules (asmt_metric_type and associated conditions). If the change state is outside the allowed assessment state or the conditions on the risk assessment definition are not met, the assessment UI action or automatic calculation will not trigger.

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 14

An IT organization wants to ensure that Emergency Changes bypass standard multi-tier CAB reviews while still capturing post-implementation reviews. Which configuration component natively supports this requirement in ServiceNow ITSM?

Accepted Answer

Change Models. Change models allow administrators to define distinct lifecycles, workflows, and state transitions for different change types, ensuring Emergency changes follow an expedited path.

Answer

Assignment Rules

Answer

Change Schedule conflict rules

Answer

Change Risk Calculator properties

Question 15

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. Blackout schedules are created using Schedule records (sys_schedules) within the Core UI, which are then referenced by the Change Management conflict engine.

Answer

Change Management > Administration > Blackout Policies

Answer

Change Management > CAB Definitions > Blackouts

Answer

Service Level Management > Schedule Configuration