ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) (CIS-ITSM) (CIS-ITSM) — Questions 301–375

An administrator needs to evaluate the overall health of the CMDB, specifically measuring the percentage of CIs that have not been updated or verified within the last 90 days. Which CMDB Health metric addresses this?

An administrator wants to ensure that a catalog item is only visible to users located in the 'United Kingdom' company. Which feature should be configured?

An organization wants to require a 'Resolution Code' when closing an incident. What is the standard configuration?

An organization wants to configure Change Risk Assessment such that certain specific answers to questionnaire items instantly escalate the risk to 'High', regardless of other scores. How can this be achieved?

A company wants to implement a multi-stage approval for Problem records where the total estimated financial impact exceeds $10,000. Which ServiceNow feature should be used to orchestrate this conditional approval routing?

An administrator is tasked with ensuring that Problem records cannot be deleted by anyone except users with the 'admin' role. Where should this security rule be configured?

An engineer needs to add a custom attribute called 'Rack Number' to all Linux Server CIs. Where should this modification be performed to ensure it applies correctly to the table hierarchy?

An enterprise requires that conflict detection checks not only direct CI matches but also upstream and downstream dependent CIs. Which property or configuration enables this extended conflict checking behavior?

Which TWO of the following statements are true regarding Variable Sets in ServiceNow? (Choose two.)

Which module allows administrators to view and manage all submitted Service Catalog Requests across the organization?

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

An administrator needs to group several catalog items into a logical category on the Service Portal homepage. What should be created to achieve this categorization?

Which TWO roles are specifically associated with managing Change Management processes?

Which TWO of the following are primary benefits of implementing Service Portfolio Management (SPM) in ServiceNow? (Choose two.)

What is the difference between 'Work Notes' and 'Comments' in an incident?

An organization uses Domain Separation in ServiceNow. Problem records must be segregated by region. Where must an administrator verify domain separation configurations to ensure proper record visibility and visibility rules for Problem tasks?

An administrator needs to apply a set of UI policies across multiple catalog items without recreating them for each item. Which feature should be utilized?

A Change Manager wants to customize the columns displayed in the CAB Workbench agenda view. Where are these agenda column settings configured?

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

What is the primary benefit of linking multiple recurring Incidents to a single Problem record?

When configuring a Multi-Row Variable Set (MRVS) on a catalog item, an administrator needs to validate the submitted rows before the request is finalized. Where can custom validation logic for the MRVS be executed?

A Catalog Client Script of type 'OnChange' is written for a variable inside a Multi-Row Variable Set (MRVS). The script fails to execute when the user changes the variable value within the grid modal. What is the reason for this behavior?

Which THREE of the following are valid types of catalog items available in the ServiceNow Service Catalog? (Choose three.)

When configuring an Order Guide in ServiceNow, which THREE components are essential for its proper functioning? (Choose three.)

An administrator needs to configure conflict detection to ignore overlapping changes if they belong to the same parent project. How can this exclusion be implemented?

Which TWO fields are used in the default Incident Priority calculation?

An organization notices that manual updates made by technicians to the 'Assigned to' field on server CIs are frequently being overwritten by automated nightly imports. What is the best way to prevent this without disabling the import entirely?

A user reports that a variable is not appearing on a Catalog Item form, even though the variable is active and associated with the item. Which troubleshooting step should be performed first?

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

Which TWO types of services are explicitly recognized in the ServiceNow CSDM framework? (Choose two.)

An administrator is troubleshooting why related incidents are not receiving workaround updates when a Problem is resolved. Which THREE areas should the administrator inspect? (Choose three.)

Which tab on the Incident form is typically used to track communication with the caller?

An enterprise wants to ensure that when a Problem reaches the 'Resolved' state, any workaround discovered is automatically pushed to all active related Incidents. What is the recommended baseline feature to support this workflow?

Which THREE actions can be performed using Catalog UI Policies instead of Catalog Client Scripts? (Choose three.)

A company uses ServiceNow Domain Separation. A global Problem record needs to be visible across child domains while allowing child domains to create local problem tasks. How should domain scoping be configured on the Problem Task table?

What is the primary purpose of defining a 'Business Criticality' value on a Business Service record in ServiceNow?

A company implements proactive Problem Management. They want to automatically generate a Problem record when more than 5 incidents with the exact same Configuration Item and Category are logged within a 2-hour window. Which ServiceNow feature should be configured to achieve this automation?

An organization wants to require 'Work Notes' whenever an incident is set to 'Pending'. How do you configure this?

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.)

A developer writes an onSubmit Catalog Client Script that performs an asynchronous GlideAjax call to validate data against a custom table before allowing form submission. The script returns false immediately before the AJAX response is received. How should this be handled in Service Portal?

An administrator needs to modify the priority lookup rules to ensure that incidents created with an Impact of 2 (Medium) and Urgency of 2 (Medium) automatically result in a Priority of 3 (Moderate). Where should the administrator navigate to configure this matrix in ServiceNow?

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

Where can users view all scheduled changes across the infrastructure?

A Problem record is associated with a Change Request via the 'Caused by change' field. When the Change Request is cancelled, a stakeholder wants the linked Problem record to automatically transition back to the 'Assess' state and notify the problem assignee. How should this be configured?

When configuring advanced conflict detection behavior, which THREE properties or mechanisms control how related CIs are evaluated? (Choose three.)

An IT manager wants to report on the average time it takes problems to move from the 'Assess' state to 'Root Cause Analysis'. Which reporting feature in ServiceNow should be used to track this stage duration?

When designing complex request fulfillment processes, which THREE mechanisms are available in ServiceNow to handle approvals? (Choose three.)

Which THREE states are part of the baseline ServiceNow Problem lifecycle model? (Choose three.)

What is the primary function of the 'Workarounds' field on a Problem record?

Which table stores individual Change Tasks (such as Post-Implementation Testing or Implementation tasks) associated with a Change Request?

Which action should a problem coordinator take when a permanent fix has been successfully deployed and verified?

When designing a catalog item, what is the purpose of adding 'Help Text' to a variable?

An analyst opens an incident and needs to populate several fields quickly with predefined standard text for a VPN connectivity issue. Which ServiceNow feature should the analyst use?

Which TWO of the following configurations are required to set up and successfully utilize the CAB Workbench for conducting Change Advisory Board meetings? (Choose two.)

What is the primary purpose of a Standard Change template?

An incident record has been closed, and a user calls in reporting the exact same issue is still occurring. What is the recommended ITIL and ServiceNow best practice?

Which TWO of the following are recommended best practices when configuring identification rules in the CMDB? (Choose two.)

A change manager needs to create a template for a frequent, low-risk change that requires minimal approval. Which Change Model type should be configured?

What is the purpose of the 'No quantity' checkbox on a Service Catalog item form?

Which table stores the individual requested items (RITMs) created when a user checks out a cart from the Service Catalog?

An organization defines a multi-attribute identification rule for the Linux Server class using 'serial_number' and 'ip_address'. During a payload execution, the IRE finds an existing CI matching the serial number, but the IP address has changed. How does the IRE process this payload?

An organization wants to ensure that when an incident is resolved, the Caller receives an email notification with a survey link. Which baseline module manages the triggering of this survey?

A ServiceNow implementation specialist is designing a Catalog Item where the visibility of a custom variable named 'server_os' must dynamically change depending on the selection of another variable named 'request_type'. Which configuration tool is best suited for this requirement?

An organization wants to ensure that when a Problem record is created, its priority is automatically calculated based on Impact and Urgency using a data lookup matrix. Which ServiceNow feature provides this capability?

An implementation specialist needs to validate that a multi-line text variable on a catalog item contains at least 50 characters before the form can be submitted. Which approach should be used?

Which module allows problem managers to review unassigned problems that require triage and assignment?

An administrator created a Multi-Row Variable Set (MRVS) and wants to populate a field on the target task using the data collected in the MRVS rows. Since MRVS stores data as a JSON string, what is the best way to extract and process this data in a workflow script?

An administrator wants to customize the mandatory fields required when closing a Problem record. Where should this requirement be configured to maintain best-practice upgradeability?

What is the primary benefit of using Variable Sets in the ServiceNow Service Catalog?

An administrator needs to ensure that a set of variables appears on multiple Catalog Items without having to recreate them individually for each item. Which feature should the administrator configure?

Which TWO of the following are true about 'Incident Tasks'?

Which state indicates that a Problem has completed root cause analysis and investigation, and a fix is currently being implemented via Change Management?

What is the primary function of the 'Incident State' field choices?

Which field on an incident is used to indicate the severity of the business impact?

Which TWO methods can be used to pass variables from a catalog item into a fulfillment workflow in ServiceNow? (Choose two.)