CIS-ITSM Service Catalog And Request Management Practice Test 5 — 15 Questions

Question 1

An administrator is configuring a Catalog UI Policy. Which TWO of the following statements are true regarding Catalog UI Policies? (Choose two.)

Accepted Answer

They can be applied to both Catalog Items and Record Producers.. Catalog UI Policies are applicable to both Catalog Items and Record Producers, so option B is correct because these policies can control field visibility, mandatory status, and read-only behavior on any catalog-facing form, including record producer forms that create records like incidents or requests. Option C is also correct because Catalog UI Policies support declarative actions such as setting a field to visible, mandatory, or read-only without writing JavaScript, unlike Catalog Client Scripts which require scripting. Option A is incorrect because Catalog UI Policies run on the client side to dynamically alter the form, not on the server side before database insertion; server-side logic would be handled by business rules or other server scripts. Option D is incorrect because Catalog UI Policies work in Service Portal and other catalog interfaces, not only legacy UI16 forms. Option E is incorrect because Catalog UI Policies cannot replace Catalog Client Scripts in all scenarios; client scripts are still needed for asynchronous database lookups, complex validation, or custom logic that declarative UI policy actions cannot perform.

Answer

They execute on the server side prior to database insertion.

Answer

They only function on legacy UI16 forms and are unsupported in Service Portal.

Answer

They replace the need for Catalog Client Scripts in all scenarios, including asynchronous database lookups.

Question 2

An administrator has created a new Variable Set containing five variables. They want to add this entire set to an existing catalog item. Where should the administrator navigate to accomplish this?

Accepted Answer

Open the Catalog Item form and use the 'Variable Sets' related list to add the set.. The correct approach is to open the Catalog Item form and use the 'Variable Sets' related list to add the set. In ServiceNow, Variable Sets are reusable collections of variables that can be attached to multiple catalog items. The Catalog Item form includes a related list called 'Variable Sets' where administrators can add existing variable sets, making all variables in the set available on that catalog item. This is the standard method for associating a variable set with a catalog item.

Answer

Modify the Order Guide rule base to include the variable set.

Answer

Open the Variable Set record and add the catalog item to the 'Target Items' related list.

Answer

Service Catalog > Administration > Variable Sets

Question 3

An implementation specialist is designing an Order Guide that triggers three different child items based on user selections. Which THREE of the following components are essential parts of configuring this Order Guide? (Choose three.)

Accepted Answer

Child Catalog Items that are active and accessible to the submitting user.. Option A is correct because an Order Guide can only include child catalog items that are active and available to the user submitting the request; inactive or access-restricted items cannot be added to the guide. Option B is correct because Order Guide rules (defined in the Order Guide Rule Base) evaluate conditions and determine which child items are automatically included or excluded based on the user's selections. Option E is correct because prompt variables (also called Order Guide variables) collect initial user input that is shared across the child items, driving the rule logic and pre-populating item variables. Option C is incorrect because Catalog UI Policies apply to individual catalog items or variable sets, not to an Order Guide container as a distinct configuration component. Option D is incorrect because a scheduled job to purge abandoned sc_cart records is unrelated to Order Guide configuration and is not required for triggering child items.

Answer

Catalog UI Policies mapped specifically to the order guide container.

Answer

A scheduled job on sc_cart to purge abandoned order guides.

Question 4

When creating variables in the Service Catalog, which TWO of the following variable types support choices or reference lookups? (Choose two.)

Accepted Answer

Select Box. The Select Box variable type (C) is correct because it is specifically designed to present a predefined list of choices to the user, allowing them to pick one option from a dropdown menu. The Reference variable type (E) is correct because it performs a reference lookup against a table (such as sys_user or cmdb_ci), letting the user select a record from that table rather than typing a free-form value. Single Line Text (A) is incorrect because it only accepts free-form alphanumeric input and has no built-in choice list or lookup mechanism. Label (B) is incorrect because it is a read-only display element used to show static text or instructions, not to capture a selection. Container Begin (D) is incorrect because it is a layout/UI element that groups other variables together and does not itself support choices or reference lookups.

Answer

Single Line Text

Answer

Label

Answer

Container Begin

Question 5

Which TWO of the following entities can be restricted using User Criteria in the Service Catalog? (Choose two.)

Accepted Answer

Catalog Categories. User Criteria in the Service Catalog is used to control visibility and access to catalog content based on conditions such as user role, department, or group. Option B, Catalog Categories, is correct because User Criteria can be applied to categories to restrict which users can see or access those categories in the catalog. Option C, Catalog Items, is also correct because User Criteria can be assigned to individual catalog items to determine which users are eligible to view or order them. Option A, Workflow Activity Types, is not restricted via User Criteria; workflow activities are controlled through workflow configuration and conditions, not catalog user criteria. Option D, Individual Catalog Variables, is not restricted via User Criteria; variable visibility is managed through variable attributes and UI policies, not user criteria. Option E, Service Portal Widgets, is not restricted via User Criteria; widget visibility is controlled through portal configuration, roles, and widget instances, not catalog user criteria.

Answer

Workflow Activity Types

Answer

Individual Catalog Variables

Answer

Service Portal Widgets

Question 6

An administrator is configuring a Multi-Row Variable Set (MRVS). Which THREE of the following capabilities are true regarding MRVS behavior? (Choose three.)

Accepted Answer

It can be reused across multiple catalog items just like standard variable sets.. Option A is correct because a Multi-Row Variable Set is a reusable variable set type that, once created, can be attached to multiple catalog items just like a standard variable set, avoiding redefinition of the same row-based questions. Option B is correct because the defining behavior of an MRVS is to present a grid where users add multiple rows, each row containing the set of variables defined in the MRVS, all on a single catalog item form. Option C is correct because submitted MRVS data is stored as a serialized JSON string in the variable value table (e.g., the sc_item_option / question answer value), which is why it must be parsed to read individual row values. Option D is not correct because an MRVS does not automatically create separate Incident records per row; any record creation would require custom scripting such as a business rule or flow, and it is not inherent MRVS behavior. Option E is not correct because standard Catalog UI Policies do not dynamically hide individual columns inside an MRVS grid by column name; column-level control in an MRVS requires client scripts or custom grid configuration rather than standard catalog UI policy column targeting.

Answer

It automatically creates separate Incident records for every row entered in the grid.

Answer

Standard Catalog UI Policies can dynamically hide individual columns inside an MRVS grid dynamically by column name.

Question 7

When fulfilling a Catalog Request, ServiceNow generates a hierarchy of records. Which THREE of the following tables are part of this core request fulfillment data model? (Choose three.)

Accepted Answer

sc_req_item. The core ServiceNow catalog request fulfillment data model consists of three linked tables: sc_request (option C), which is the top-level Request record created when a user submits an order and which groups all items in that order; sc_req_item (option B), which represents each individual catalog item requested within the Request and holds the item's variables and approval/fulfillment state; and sc_task (option D), which is the task record generated to carry out the actual fulfillment work for a requested item. These three tables form the standard Request → Requested Item → Catalog Task hierarchy that ServiceNow generates when fulfilling a Catalog Request. Option A (cmdb_ci) is incorrect because it is the Configuration Item table used for CMDB asset/CI records, not part of the catalog request fulfillment chain. Option E (incident) is incorrect because it is the ITIL incident table used for reporting and resolving service disruptions, unrelated to catalog request fulfillment.

Answer

cmdb_ci

Answer

incident

Question 8

Which TWO of the following are valid ways to structure layouts in a Service Catalog item form? (Choose two.)

Accepted Answer

Variable Sets. In ServiceNow Service Catalog, form layouts for catalog items are built using variables, and Container Begin, Container Split, and Container End are the standard variable types used to create multi-column and sectioned layouts on a catalog item form, so option D is correct. Variable Sets are also a valid structural mechanism: they group a reusable collection of variables (including their own containers and ordering) that can be attached to one or more catalog items, so option B is correct. Option A is incorrect because UI Macros are used for custom rendering/widgets, not for defining catalog item layout structure, and there is no 'UI Macro Table Mappings' layout construct. Option C is incorrect because dictionary layout overrides apply to table forms (sys_dictionary/sys_ui), not to catalog item variable layouts. Option E is incorrect because injecting CSS Flexbox through a Catalog UI Policy action is a styling hack, not a supported way to structure catalog item layouts.

Answer

UI Macro Table Mappings

Answer

Dictionary Layout Overrides

Answer

CSS Flexbox Injection via Catalog UI Policy Actions

Question 9

An administrator needs to create a variable that is shared across multiple catalog items in ServiceNow. Which feature should the administrator use to achieve this efficiently without recreating the variables each time?

Accepted Answer

Variable Set. A Variable Set is a reusable container of variables that can be attached to multiple catalog items, record producers, or other variable sets. This allows the administrator to define variables once and share them across items without recreating them, which is exactly the requirement.

Answer

Order Guide

Answer

Catalog UI Policy

Answer

Record Producer

Question 10

An organization requires that when a user submits an order guide, the fulfillment workflow needs to evaluate rules to determine which catalog items are included based on user input. Where are these rules defined?

Accepted Answer

Rule Base. The Rule Base is the component within an Order Guide that defines the conditional logic (rules) used to evaluate user input and determine which catalog items are dynamically included in the order. It contains the conditions and associated catalog items that get added when those conditions are met. This is the core mechanism for dynamic item selection in Order Guides.

Answer

Order Guide Item Mappings

Answer

Catalog Client Scripts

Answer

Workflow Canvas

Question 11

A developer has created a Catalog Client Script that runs onchange of a variable named 'hardware_type'. The script needs to clear and repopulate a 'model' variable based on the selected hardware type using AJAX. Which client-side API method is best suited for making this asynchronous server call?

Accepted Answer

GlideAjax. GlideAjax is the client-side API method designed for making asynchronous server calls from a client script. It allows the client to call a server-side script include without a full page reload, which is ideal for dynamically repopulating a variable based on user input. This is the standard way to perform AJAX calls in ServiceNow.

Answer

GlideRecordSecure

Answer

g_scratchpad

Answer

g_form.getReference()

Question 12

An IT administrator wants to ensure that a specific catalog item is only visible to members of the 'Database' group. Where should the administrator configure this restriction?

Accepted Answer

Available For / Not Available related lists. The 'Available For' and 'Not Available For' related lists on the catalog item record control which users, groups, or roles can see and order the item. Adding the 'Database' group to the 'Available For' list restricts visibility to members of that group, which is the standard, supported way to scope catalog item access.

Answer

User Profile form

Answer

Catalog Properties module

Answer

Access Control Lists (ACLs) on sc_cat_item

Question 13

A developer needs to ensure that a variable named 'request_justification' becomes mandatory only when another variable 'urgency' has a value of 'High'. Which configuration tool should be used to accomplish this without writing code?

Accepted Answer

Catalog UI Policy. Catalog UI Policies are the no-code tool in ServiceNow for dynamically changing the behavior of catalog item variables based on other variable values or user actions. They can make a variable mandatory, read-only, or hidden when a condition is met—exactly the requirement here: set 'request_justification' to mandatory when 'urgency' equals 'High'. Because UI Policies are configuration records, no scripting is needed, satisfying the 'without writing code' constraint.

Answer

Business Rule

Answer

Data Policy

Answer

Catalog Client Script

Question 14

An administrator is creating a Record Producer. Which table should the resulting records be generated in?

Accepted Answer

A target table specified in the Record Producer definition (e.g., incident or custom table). A Record Producer can generate records in any specified target table, such as incident, problem, change, or a custom table. The target table is defined in the Record Producer's configuration. This allows the producer to create records of that type when the catalog item is ordered.

Answer

sc_req_item

Answer

sc_request

Answer

sys_user

Question 15

A developer needs to retrieve variable values from a requested item (sc_req_item) inside a Server-side Script Include called by a catalog workflow. Which method is the most reliable way to obtain variable values on the sc_req_item record?

Accepted Answer

current.variables.variable_name. On an sc_req_item record, the 'variables' field is a GlideElement that exposes the variable pool as an object, so current.variables.variable_name returns the value of the named variable. This is the documented, supported API for reading catalog variables server-side and works consistently in Script Includes, Business Rules, and workflow scripts. It resolves the variable by its internal name and returns the value with the correct type.

Answer

current.variable_pool[variable_name]

Answer

GlideSystem.getProperty('variable_name')

Answer

gr.getValue('variables')