CIS-ITSM Multiple Select — 20 Questions

Question 1

Which THREE of the following are benefits of using CI Class Manager? (Choose three.)

Accepted Answer

Centralized viewing and editing of class-specific identification rules.. CI Class Manager provides a centralized console to manage classes, view class hierarchies, and configure identification/reconciliation rules.

Answer

Automatic execution of incident management triage workflows for failed discoveries.

Answer

Direct editing of system-level Java source code for Discovery patterns.

Question 2

Which THREE of the following statements are true regarding Identification and Reconciliation Engine (IRE) processing? (Choose three.)

Accepted Answer

IRE processing can be invoked via script using the CMDBEngine API or JSON payloads.. IRE uses identification rules to find CIs, applies reconciliation rules to govern attribute updates, and processes payloads through APIs or Discovery.

Answer

IRE relies solely on the sys_id attribute to match and update existing Configuration Items.

Answer

IRE automatically deletes any CI that has not been updated within 30 days.

Question 3

Which TWO factors should be considered when defining relationship rules between CI classes? (Choose two.)

Accepted Answer

Whether the relationship is mandatory or optional for compliance checking.. CI relationship rules restrict which classes can have specific relationships with each other to maintain data quality.

Answer

The IP subnet mask of the connected network gear.

Answer

The financial depreciation schedule of the connected assets.

Answer

The operating system version of the parent server.

Question 4

Which THREE of the following metrics are tracked under the Correctness pillar of the CMDB Health Dashboard? (Choose three.)

Accepted Answer

Relationships (Invalid relationships). Correctness tracks data integrity problems, specifically Duplicates, Orphans, and Invalid Relationships or Stale references (depending on configuration, primarily Duplicates and Orphans). Let's list the valid correctness metrics.

Answer

Staleness

Answer

Required fields populated

Question 5

Which TWO roles are typically associated with managing and interacting with Service Portfolios in ServiceNow? (Choose two.)

Accepted Answer

sn_spm.portfolio_manager. Portfolio managers and service owners are the primary users who manage portfolios and services.

Answer

sn_sec_incident_analyst

Answer

itil

Answer

sn_vul.vulnerability_admin

Question 6

A Major Incident is declared. Which THREE of the following actions are automatically performed or enabled by the Major Incident Management plugin?

Accepted Answer

Access to the Major Incident Workbench.. Major Incident Management functionality provides specific workflows to handle high-impact incidents.

Answer

Automatic assignment to the Service Desk manager.

Answer

Automatic closure of all related incidents.

Question 7

Which THREE metrics or attributes are commonly tracked on a Service Portfolio dashboard to measure service health and performance? (Choose three.)

Accepted Answer

SLA compliance percentage. Dashboards in SPM track SLA compliance, financial budgets versus actuals, and customer satisfaction.

Answer

Wi-Fi signal strength decibel levels

Answer

Hard drive RPM and spindle speed

Question 8

When configuring financial modeling and cost roll-ups for a Service Offering in SPM, which THREE data sources can contribute to the calculated cost of the offering? (Choose three.)

Accepted Answer

Direct expense lines associated with the service offering CI. Financial models in SPM can aggregate costs from underlying CIs, expense lines, and related operational expenses.

Answer

Syslog error count thresholds

Answer

Client browser cookies and cache session logs

Question 9

Which TWO options represent valid ways an end user (caller) can check the status of their submitted incident? (Choose two.)

Accepted Answer

Automated email notifications triggered by lifecycle state changes. End users can check incident status via the Service Portal or via automated email notifications.

Answer

Accessing the core UI Incident list view

Answer

System Administrator impersonation

Answer

Direct database query via ODBC client

Question 10

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. Risk assessments utilize risk conditions and assessment questionnaires/metrics to evaluate risk.

Answer

Incident priority matrices

Answer

Service Catalog workflow variables

Answer

Automated email replies sent to the service desk

Question 11

Which THREE types of metrics can be tracked using the baseline Incident Management SLA and Metric definitions? (Choose three.)

Accepted Answer

Duration an incident spent in a specific assignment group.. Metrics and SLAs track operational metrics such as assignment group duration, resolution time, and SLA breach statuses.

Answer

The exact GPS coordinates of the technician resolving the ticket.

Answer

The physical CPU utilization of the server hosting the database.

Question 12

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. Emergency changes require rapid creation and expedited approval paths.

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 13

Which THREE methods can be used to assign incoming Problem records to the correct assignment group automatically? (Choose three.)

Accepted Answer

Flow Designer or Workflow assignment logic. Assignment rules, Data Lookup rules, and Workflow/Flow Designer assignment logic automatically route tasks to groups.

Answer

Random guessing by junior service desk agents

Answer

Manually rolling dice in the server room

Question 14

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). CAB Workbench setup involves CAB definitions, meeting instances, agenda items, and attendee tracking.

Answer

Incident Major Problem Log

Answer

Risk Assessment Metric Categories

Question 15

When configuring Incident Management properties (Incident > Administration > Properties), which TWO behaviors can an administrator control globally? (Choose two.)

Accepted Answer

Enable or disable customer updates to reopen closed incidents (e.g., com.snc.incident.reopen_closed).. Incident properties control operational behaviors like reopening rules, auto-closure intervals, and default search behaviors.

Answer

Define the exact salary range of incident managers.

Answer

Set the physical server memory allocation for the instance.

Answer

Configure Active Directory domain controllers.

Question 16

An enterprise is auditing its ServiceNow instance for ITIL compliance in Problem Management. Which TWO core metrics or practices are typically evaluated to measure Problem Management effectiveness? (Choose two.)

Accepted Answer

Reduction in recurring incidents linked to known problems. Effectiveness is measured by metrics like incident recurrence reduction, percentage of problems with known error articles, and mean time to resolve/investigate problems.

Answer

Total number of printer toner cartridges ordered annually

Answer

Average employee commute distance

Answer

Frequency of firewall firmware updates

Question 17

Which TWO components can be used to notify a user about an incident update?

Accepted Answer

Customer Comments. Notifications and Work Notes/Comments (with email triggers) are the standard ways to communicate updates.

Answer

Assignment Rule

Answer

Work Notes

Answer

UI Policy

Question 18

Which THREE factors influence the Priority calculation in the default ITSM Incident Management?

Accepted Answer

Priority Lookup Rules. Priority is a matrix determined by Impact (the scope) and Urgency (the user's need), and the Priority lookup rules defined in the system.

Answer

Resolution Time

Answer

Assignment Group

Question 19

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. During the review state, teams conduct Post Implementation Reviews and check close codes.

Answer

Performing risk assessment questionnaires

Answer

Running initial conflict detection and scheduling

Answer

Submitting standard change proposals to the catalog

Question 20

An administrator is configuring Service Level Agreements (SLAs) for the Incident table. Which THREE elements are required components of a standard SLA definition (contract_sla) record in ServiceNow? (Choose three.)

Accepted Answer

Duration. An SLA definition requires a target (SLA type like Resolution/Response), a duration type or duration, and Start conditions. Table and collection fields are also foundational.

Answer

Assigned to user mandatory script

Answer

Workflow