CIS-ITSM Change Management Practice Test 7 — 15 Questions

Question 1

Which TWO factors are typically evaluated by the ServiceNow Conflict Detection engine when checking a change request? (Choose two.)

Accepted Answer

Schedule overlaps with other change requests on the same CI. The ServiceNow Conflict Detection engine evaluates whether a change request's planned window collides with other scheduled changes affecting the same configuration item, so option B (schedule overlaps with other change requests on the same CI) is correct because overlapping maintenance windows on a shared CI create operational risk. Option D (blackout schedules prohibiting changes during specific critical periods) is also correct because the engine checks the change against defined blackout/maintenance windows to prevent changes during frozen or critical business periods. Options A, C, and E are not part of conflict detection: password complexity and security compliance are handled by security/audit controls, Service Catalog fulfillment costs relate to financial/request management, and CMDB hardware depreciation is an asset-financial concept, none of which the Conflict Detection engine evaluates.

Answer

User password complexity and security compliance

Answer

Service Catalog item fulfillment costs

Answer

CMDB hardware depreciation schedules

Question 2

Which THREE configurations or components are involved when setting up and managing CAB meetings using the CAB Workbench? (Choose three.)

Accepted Answer

CAB Definitions (wm_definition). Option A, CAB Definitions (wm_definition), is correct because the CAB Workbench relies on CAB definition records to establish the meeting structure, schedule, and the change criteria that determine which changes populate the agenda. Option B, CAB Agenda items (wm_agenda), is correct because agenda items are the actual change records assembled and reviewed during a CAB meeting, and the Workbench uses the wm_agenda table to organize and present them. Option D, CAB Attendees and Meeting instances, is correct because the CAB Workbench manages meeting instances and their associated attendees (members, guests, and their roles) so that the right participants can review and vote on agenda items. Option C, Incident Major Problem Log, is not involved because it relates to incident and problem management records, not to the configuration of CAB meetings. Option E, Risk Assessment Metric Categories, is not involved because risk assessment metrics are used for scoring change risk, not for defining or managing CAB meeting setup and structure.

Answer

Incident Major Problem Log

Answer

Risk Assessment Metric Categories

Question 3

When an administrator troubleshoots why conflict detection did not flag an overlap between two change requests, which THREE factors should be investigated? (Choose three.)

Accepted Answer

Whether conflict detection properties and business rules are active and enabled. Option A is correct because conflict detection depends on the relevant properties and business rules being active and enabled; if those configuration records are disabled or misconfigured, overlaps will not be flagged. Option B is correct because conflict detection evaluates changes against the same Configuration Item or CIs connected through a defined CI relationship, so without a shared or related CI no conflict is identified. Option C is incorrect because the security_admin role governs elevated access to security-related records and does not determine whether change conflict detection runs. Option D is correct because conflict detection compares the Planned Start and Planned End date-time values, and only overlapping windows trigger a conflict. Option E is incorrect because exclusion of CI classes from incident management is unrelated to change conflict detection logic.

Answer

Whether the user submitting the change has the security_admin role

Answer

Whether the target CI classes are excluded from incident management

Question 4

Which TWO actions can a change coordinator perform within the CAB Workbench during an active meeting? (Choose two.)

Accepted Answer

Add ad-hoc change requests to the meeting agenda. Option A is correct because the CAB Workbench allows a change coordinator to add ad-hoc change requests to the meeting agenda during an active meeting, enabling last-minute items to be discussed and reviewed. Option C is correct because the change coordinator can record votes and decisions for change requests on the agenda, capturing CAB approvals or rejections directly in the workbench. Option B is incorrect because deploying software packages to production servers is a fulfillment/release activity, not a CAB Workbench meeting action. Option D is incorrect because modifying global system properties for risk calculation is an administrative configuration task outside the CAB Workbench meeting workflow. Option E is incorrect because initiating ITOM Discovery scans is a discovery/operations function, not a change coordination meeting action.

Answer

Automatically deploy software packages to production servers

Answer

Modify global system properties for risk calculation

Answer

Initiate ITOM Discovery scans across the entire network

Question 5

Which TWO fields are commonly used to define the execution window of a change request? (Choose two.)

Accepted Answer

Planned end date. In change management, the execution window is the period during which the change work is authorized to be performed, and it is bounded by the Planned start date (option D) and the Planned end date (option A). The Planned start date marks when the change implementer may begin the change tasks, while the Planned end date marks the deadline by which the change must be completed, together defining the window. The Due date (option B) is a general task/SLA deadline and does not establish the beginning of the authorized execution period, so it does not define the window. Sys created on (option C) is an audit timestamp of when the record was created, and Closed date (option E) records when the change was actually closed, neither of which specifies the planned execution window.

Answer

Due date

Answer

Sys created on

Answer

Closed date

Question 6

An organization is implementing Change Management and needs to configure Maintenance and Blackout schedules. Which THREE characteristics apply to cmn_schedule records used in this context? (Choose three.)

Accepted Answer

Schedules can be referenced by conflict detection to identify blackout violations. Option B is correct because cmn_schedule records are referenced by Change Management conflict detection to determine whether a change falls within a blackout window and thus violates it. Option C is correct because cmn_schedule supports recurring schedules, including repeating maintenance windows such as weekly or monthly intervals, via schedule entries and repeating spans. Option D is correct because cmn_schedule records store a time zone, allowing global organizations to define windows that are evaluated correctly across regions. Option A is not correct because schedules are not auto-generated by ITOM Discovery from server reboots; they are defined by administrators or processes. Option E is not correct because cmn_schedule entries can span multiple days and are not limited to single-day events.

Answer

Schedules are automatically generated by ITOM Discovery based on server reboots

Answer

Schedules are strictly limited to single-day events and cannot span multiple days

Question 7

Which TWO roles are typically associated with managing and participating in Change Management processes? (Choose two.)

Accepted Answer

itil. Option C, change_manager, is correct because this is the role explicitly designed to oversee the Change Management process, including reviewing, approving, and coordinating change requests. Option A, itil, is correct because the itil role is the baseline role that grants users access to ITIL-based processes such as Change Management, allowing them to create, assess, and participate in change records. The unmarked options do not belong: sn_vul_admin is for Vulnerability Response administration, discovery_admin is for Discovery scheduling and configuration, and sn_hr_core is for HR Service Delivery, none of which are Change Management roles.

Answer

sn_vul_admin

Answer

discovery_admin

Answer

sn_hr_core

Question 8

Which TWO tasks are typically performed during the 'Review' state of a normal change? (Choose two.)

Accepted Answer

Verifying whether the change was successful and documenting lessons learned. Option D is correct because the Review state of a normal change includes verifying that the change achieved its intended outcome and documenting lessons learned for future improvements. Option E is correct because conducting a Post Implementation Review (PIR) is a core activity in the Review state, where stakeholders assess the change's success, identify any issues, and confirm closure. Options A and B are incorrect because risk assessment questionnaires and initial conflict detection/scheduling occur during the Assess and Authorize or planning states, before implementation. Option C is incorrect because submitting standard change proposals to the catalog relates to the standard change lifecycle, not the Review state of a normal change.

Answer

Performing risk assessment questionnaires

Answer

Running initial conflict detection and scheduling

Answer

Submitting standard change proposals to the catalog

Question 9

Which TWO criteria are typically evaluated when selecting whether a change should be classified as a Standard Change rather than a Normal Change? (Choose two.)

Accepted Answer

The change has a proven history of success and is repeatable. Option A is correct because a Standard Change is by definition a pre-approved, repeatable change with a documented and proven history of successful execution, which is exactly the criterion used to decide it does not need individual review. Option D is correct because Standard Changes are characterized as low-risk, routine changes that have been pre-authorized (typically via a change model in the ITIL/ITSM framework), so they can be implemented without a CAB review each time. Option B is not correct because requiring a full CAB review and multi-level executive sign-off describes a Normal Change (often a major/high-impact one), which is the opposite of a Standard Change. Option C is not correct because affecting the entire enterprise core data center simultaneously with unknown impact is a high-risk, high-impact change that would be classified as a Normal (or Emergency) Change requiring assessment. Option E is not correct because urgent, immediate implementation due to an active outage describes an Emergency Change, which follows an expedited approval path rather than the pre-authorized Standard Change route.

Answer

The change requires a full CAB review and multi-level executive sign-off

Answer

The change affects the entire enterprise core data center simultaneously with unknown impact

Answer

The change requires urgent, immediate implementation due to an active outage

Question 10

Which TWO methods can be used to initiate conflict detection in ServiceNow Change Management? (Choose two.)

Accepted Answer

Manually by clicking a 'Run Conflict' UI action on the change request form. Option B is correct because ServiceNow Change Management provides a 'Run Conflict' UI action on the change request form that lets a user manually trigger conflict detection against other changes, blackout/maintenance schedules, and related CIs. Option D is correct because conflict detection also runs automatically through business rules that fire when key fields such as the planned start/end dates (schedule) or the affected CI are modified, re-evaluating conflicts without user intervention. Option A is incorrect because importing knowledge base articles has no role in conflict detection, which evaluates change schedules and configuration items, not KB content. Option C is incorrect because hardware asset discovery scans populate the CMDB and do not initiate change conflict detection. Option E is incorrect because submitting an incident through the self-service portal creates an incident record and does not trigger change conflict detection.

Answer

By importing knowledge base articles

Answer

By running a daily hardware asset discovery scan

Answer

By submitting an incident ticket via self-service portal

Question 11

Which TWO actions should be taken when an Emergency Change is required in production? (Choose two.)

Accepted Answer

Create an Emergency change request detailing the urgent issue and remediation plan. Option A is correct because an Emergency Change must still be documented via a change request that captures the urgent issue, the remediation plan, and the associated risk/impact so the change is traceable and auditable. Option C is correct because emergency changes are handled through a pre-defined expedited approval path (an Emergency CAB or delegated approver model) rather than the normal change calendar, allowing rapid authorization while preserving governance. Options B, D, and E are incorrect: converting the change to a standard change template (B) is inappropriate since standard changes are pre-approved, low-risk, and repetitive, not urgent unplanned fixes; disabling auditing and logging (D) violates compliance and destroys the audit trail needed for post-implementation review; and waiting for the next monthly CAB (E) defeats the purpose of an emergency change, which by definition cannot wait for the normal change cycle.

Answer

Convert the change into a standard change template

Answer

Disable all auditing and logging on the instance

Answer

Wait for the next monthly CAB meeting scheduled three weeks away

Question 12

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

Accepted Answer

Agenda management listing change requests to be reviewed. Option A is correct because the CAB Workbench meeting structure centers on agenda management, which lists the change requests (typically in 'ready for review' state) that the Change Advisory Board will review during the meeting. Option B is correct because the CAB Workbench provides attendee tracking and voting interfaces, allowing members to record attendance and cast votes (such as approve or reject) on each change request directly within the meeting. Options C, D, and E are incorrect because Service Portfolio management dashboards, CMDB Discovery schedule configuration, and automated software patch deployment pipelines are separate ServiceNow capabilities unrelated to the CAB Workbench meeting structure.

Answer

Service Portfolio management dashboards

Answer

CMDB Discovery schedule configuration screens

Answer

Automated software patch deployment pipelines

Question 13

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. Option A is correct because Approval Definitions can be tied to change categories or change models, allowing authorization logic to be scoped to the type of change being requested. Option C is correct because Change Approval Policies enable dynamic approver group assignment based on conditions such as risk, category, or CI, rather than relying on static approver lists. Option D is correct because Change Models define the process flow a change follows, and the associated model determines which approval definitions and policies apply during the change lifecycle. Options B and E are not part of advanced change authorization: Service Catalog variable sets are used to collect and organize catalog item inputs, and Hardware asset reconciliation rules are used for asset normalization and reconciliation, not for approving changes.

Answer

Service Catalog variable sets

Answer

Hardware asset reconciliation rules

Question 14

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

Accepted Answer

Maintenance Schedules. Maintenance Schedules (B) are correct because they define planned windows during which maintenance or changes are permitted, so by scheduling change activity only within those approved windows, organizations inherently prevent changes from occurring during critical business hours. Blackout Schedules (C) are correct because they explicitly specify periods—such as critical business hours, month-end close, or peak transaction times—during which changes are prohibited, directly preventing change activity at those times. The remaining options do not serve this purpose: Asset Depreciation Schedules (A) track financial depreciation of assets, Employee Shift Schedules (D) manage workforce staffing, and Knowledge Article Expiration Schedules (E) control the lifecycle of knowledge base content—none of which govern when changes may or may not be implemented.

Answer

Asset Depreciation Schedules

Answer

Employee Shift Schedules

Answer

Knowledge Article Expiration Schedules

Question 15

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. Option A is correct because publishing the proposal is the step that actually makes the new Standard Change template available in the Standard Change Catalog, moving it from a draft/proposal state into the catalog where it can be selected for future changes. Option D is correct because a standard change proposal must first be reviewed and authorized by the appropriate approval body before it can be published; this governance step validates that the change is low-risk, repeatable, and suitable for pre-approved treatment. Options B, C, and E are incorrect: an automated network vulnerability scan is not a prerequisite for publishing a standard change template, converting the proposal into an Emergency Change record contradicts the purpose of a pre-approved standard change, and manually writing a custom Business Rule for every proposal is neither required nor scalable for standard change publication.

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