CIS-ITSM Change Management Practice Question
An enterprise uses custom change states. Where must an administrator define these new states to ensure proper integration with the Change State Model framework?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Change State Model records and state transition rules
Custom states are added and mapped via the Change State Model configuration module (std_change_process_definition or change state transition rules).
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Change State Model records and state transition rules
Why this is correct
Change state models define allowable transitions and behavior for custom states in ServiceNow.
- ✗
Workflow Designer transition lines only
Why it's wrong here
Modern change management relies primarily on state models rather than legacy workflow transition lines alone.
- ✗
System Dictionary choices on the state field only
Why it's wrong here
Adding a choice to the dictionary field is insufficient; state transition rules must also be configured.
- ✗
UI Actions script bodies
Why it's wrong here
Hardcoding states in UI actions breaks the centralized state model framework.
About these practice questions
Courseiva writes every CIS-ITSM question from scratch — 500 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official ServiceNow exam blueprint
This CIS-ITSM practice question is part of Courseiva's free ServiceNow certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CIS-ITSM exam.