ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) (CIS-ITSM) (CIS-ITSM) — Questions 76–150

An organization wants to reuse a set of standard hardware specification questions across twenty different laptop and desktop catalog items. Which feature should the administrator implement?

A company implements Service Portfolio Management and wants to use business service mapping to evaluate financial risk. Which ServiceNow product works alongside SPM to capture total cost of ownership (TCO) by allocating IT costs to business services and offerings?

A service desk technician attempts to close an incident, but the system prevents the closure and displays a mandatory error message requiring the 'Close code' and 'Close notes' fields to be populated. Which component of the Incident Management application enforces these fields upon state change to Closed?

An administrator is configuring a new Normal Change workflow and needs to ensure that tasks are generated based on change model configurations. Which ServiceNow table is the primary table for defining Change Models?

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

When viewing an Incident record, where can an agent see a chronological audit trail of all field updates, comments, and work notes added by users and system processes?

Which field on the Incident form is calculated automatically based on the 'Impact' and 'Urgency' fields using the Priority Lookup Rules?

An administrator has configured a Catalog UI Policy with a Catalog UI Policy Action. However, the action is not taking effect when the dependent variable changes value. What is a common troubleshooting step for Catalog UI Policies?

When configuring Assignment Rules for incidents, what occurs if multiple assignment rules match the criteria of an incoming or updated incident record?

You are configuring a new Incident Record Producer. You want to map the 'Urgency' variable to the Incident 'Urgency' field. How do you map this dynamically?

What is the purpose of the 'Incident Task' table?

An IT director wants to view an aggregated dashboard showing all services within the 'Infrastructure Services' portfolio, categorized by their current lifecycle stage (e.g., Pipeline, Operational, Retired). Which built-in module in ServiceNow should the administrator direct the director to use?

A change request is currently in the 'Authorize' state. Which group or entity is typically responsible for giving final approval during this state for a Normal change?

An organization requires that when an Incident priority is set to '1 - Critical', a 'Major Incident' candidate record is created. What is the best practice approach?

What is the primary function of the 'Knowledge' icon on an incident form?

When designing a complex fulfillment workflow, an administrator uses a 'Create Task' activity to generate a catalog task. How are variable values collected from the requested item passed or accessed within the task description?

What does the 'Root cause summary' field on a Problem record typically capture?

During the implementation of Service Portfolio Management, which persona is primarily responsible for maintaining the lifecycle, roadmap, and financial performance of a specific service?

In ServiceNow Service Catalog terminology, what does the Request [sc_request] table represent?

A user reports that they cannot see the 'Create Problem' UI Action on the Incident form. What is the most likely cause?

Which TWO fields are standard baseline fields on a Problem record in ServiceNow? (Choose two.)

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

An organization wants to capture 'Resolution Code' values that are specific to the 'Network' category. How is this achieved?

What is the primary objective of reactive Problem Management?

A developer needs to retrieve the value of a catalog variable named 'urgency_level' within a Service Catalog Workflow using a Run Script activity. Which syntax is correct?

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?

While reviewing the CMDB Correctness score, an administrator notices a high count of orphan CIs. What is the definition of an orphan CI in the context of CMDB Health Correctness?

An administrator needs to ensure that users ordering a specific hardware item can select multiple optional accessories (e.g., mouse, keyboard, monitor). Which variable type is most appropriate for selecting multiple independent options?

Which TWO options are benefits of using Service Catalog Request Management in ServiceNow? (Choose two.)

Which THREE components are visible in the CAB Workbench interface?

Which THREE items are included in the Major Incident Workbench?

What is the name of the out-of-the-box workbench tool used to manage and conduct Change Advisory Board meetings?

A Major Incident has been promoted. The Incident manager needs to ensure that all child incidents are updated when the parent incident state changes to Resolved. How should this be achieved?

A custom integration creates Problem records in ServiceNow via REST API. The integration payload occasionally omits the 'Assignment group', but company policy requires all problems to have an assignment group before reaching the 'Assess' state. Where should this default assignment logic be robustly implemented?

Which THREE actions can be performed via the Incident 'Related Links'?

What is the purpose of the 'Parent Incident' field?

During a CAB meeting, a change request is rejected by the board. What happens to the change request state in an out-of-the-box configuration?

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

Which THREE are standard 'Resolution Codes' in ServiceNow?

Which THREE settings can be modified in an SLA Definition to control the SLA timer?

When migrating incidents from a legacy system, you need to ensure that the SLA duration is calculated based on the Business Calendar. Where is this configured?

Which TWO of the following actions can be performed using Catalog UI Policies? (Choose two.)

What is the purpose of the 'Configuration Item' (CI) field on the Incident form?

What is the 'Service Desk' group's primary role in Incident Management?

When configuring a Standard Change catalog, which table stores the actual Standard Change proposals before they are approved and published?

An organization requires that certain catalog items require approval from the ordering user's cost center manager rather than their direct supervisor. How can this custom approval routing be implemented in a workflow?

Which field on the Change Request form identifies the specific configuration item being modified?

An administrator wants to hide a specific variable when a checkbox variable is selected. However, the UI Policy action dropdown does not list 'Visible'. What is the correct way to control visibility in a Catalog UI Policy?

Which type of catalog design element allows users to create task records, such as Incident or Problem records, directly from the Service Catalog?

A technician is unable to see the 'CAB Workbench' module. Which role is required to access the CAB Workbench interface?

An IT administrator is configuring Service Level Agreements (SLAs) for a critical cloud infrastructure service. The requirement is that the SLA pause condition should trigger whenever a customer is actively providing requested information, but the time elapsed during the pause must be completely excluded from the duration calculation. Which SLA configuration element achieves this behavior in ServiceNow?

Which TWO of the following can trigger the creation of a 'Problem' record from an 'Incident'?

Which TWO roles are commonly associated with viewing or managing Problem records in ServiceNow? (Choose two.)

An administrator needs to restrict a catalog item so that it can only be ordered by managers. Which feature should be used to define this audience criteria?

An administrator needs to create a container within a Record Producer to organize variables in a two-column layout. Which variable type should be selected to start the two-column layout?

An administrator wants to add an image and descriptive formatting to a catalog item form without capturing user input. Which variable type should be used?

When designing a complex Service Catalog request fulfillment process using Flow Designer, which THREE features are available to handle approvals and tasks? (Choose three.)

When configuring Problem Management properties (Problem Administration > Properties), which TWO behaviors can typically be controlled or enabled? (Choose two.)

Which THREE configuration steps are typically required when setting up a new Problem Task definition or type? (Choose three.)

Which related list on a Problem form displays incidents that have been associated with that specific problem?

An administrator wants to ensure that a specific catalog item can only be ordered by users who possess the 'itil' role. How should this be configured without writing scripts?

Which TWO of the following fields are required when defining a new Catalog Item? (Choose two.)

Which TWO mechanisms are used in ServiceNow to automate risk assessment scoring for a Normal Change? (Choose two.)

What is the primary role of the 'Configuration Item' (CI) field on a Problem record?

Which TWO of the following are valid variable types available in the ServiceNow Service Catalog? (Choose two.)

An administrator wants to ensure that a specific variable set cannot be modified by junior catalog administrators on individual items where it is applied. How is this restriction typically managed?

You are designing an Order Guide that includes three separate catalog items. How do you ensure that specific variables provided in the initial Order Guide 'Describe Needs' section are passed down to the individual catalog items?

Which field on the Change Request form designates the primary configuration item affected by the change?

What is the primary purpose of an Emergency Change?

Which THREE aspects must be considered when creating an SLA Definition for Incidents?

Which role is specifically required to create or modify 'SLA Definitions'?

An organization wants to ensure that when an incident is assigned to a specific assignment group, the 'Assigned to' field automatically populates with the manager of that group. Which configuration is best for this requirement?

An administrator is configuring Data Archiving rules for closed Problem records. Which TWO criteria or settings must be defined in an archiving rule? (Choose two.)

A customized Problem workflow requires integrating with an external CMDB discovery tool. When a Problem is resolved, the integration must verify CI attributes via REST. Which TWO ServiceNow features support making outbound REST calls and parsing JSON responses? (Choose two.)

What is the function of the 'CAB Required' flag on a Change Request?