CIS-ITSM Practice Questions

Question 1

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

Accepted Answer

They allow for granular work tracking.. Option B is correct because Incident Tasks exist specifically to break an incident down into smaller, individually trackable units of work, giving teams granular visibility into progress on each piece of the resolution effort. Option E is correct because an Incident Task is by definition a child record of the parent incident, inheriting its context and rolling up under it rather than standing alone. Closing a task does not close the parent incident (A), since the parent's state is managed independently and typically requires all work plus resolution to be complete. Tasks are not automatically assigned to the parent's assignee (C); assignment is set explicitly or by assignment rules. And they are not admin-only (D), as fulfillers and other roles with the appropriate role permissions can create them.

Answer

Closing an incident task automatically closes the parent.

Answer

They are automatically assigned to the same user as the parent.

Answer

They can only be created by admins.

Question 2

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

Accepted Answer

To track the lifecycle stage of an incident. The Incident State field tracks the lifecycle stage of an incident — values like New, In Progress, On Hold, Resolved, and Closed represent where the incident is in its workflow. It is the primary indicator of progress and drives reporting, SLA pause logic, and closure requirements. It does not itself set priority or assignment.

Answer

To determine SLA priority

Answer

To define user visibility

Answer

To trigger the assignment rule

Question 3

An organization is implementing Change Management and needs to configure Maintenance and Blackout schedules. Which THREE characteristics apply to cmn_schedule records used in this context? (Choose three.)

Accepted Answer

Schedules can be referenced by conflict detection to identify blackout violations. Option B is correct because cmn_schedule records are referenced by Change Management conflict detection to determine whether a change falls within a blackout window and thus violates it. Option C is correct because cmn_schedule supports recurring schedules, including repeating maintenance windows such as weekly or monthly intervals, via schedule entries and repeating spans. Option D is correct because cmn_schedule records store a time zone, allowing global organizations to define windows that are evaluated correctly across regions. Option A is not correct because schedules are not auto-generated by ITOM Discovery from server reboots; they are defined by administrators or processes. Option E is not correct because cmn_schedule entries can span multiple days and are not limited to single-day events.

Answer

Schedules are automatically generated by ITOM Discovery based on server reboots

Answer

Schedules are strictly limited to single-day events and cannot span multiple days

Question 4

A Problem task is assigned to a vendor group. The vendor updates the task via an inbound email action. The administrator wants to ensure that the inbound email sender is validated against the vendor company record before updating the task. Where should this validation be implemented?

Accepted Answer

In the script of the Inbound Email Action record. Inbound Email Actions in ServiceNow contain a script field where you can inspect the sender (email.from) and validate it against the vendor company record before allowing the task update. This is the correct place because the Inbound Email Action is the processing logic that runs when the email is received and decides whether to update the target record.

Answer

In a Client Script running on the Email form

Answer

In the Dictionary entry for email body

Answer

In a UI Policy Action

Question 5

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?

Accepted Answer

Flow Designer with Approval activities and conditional branching based on financial impact. Flow Designer supports conditional branching and Approval activities, allowing a flow to evaluate the estimated financial impact and route through multi-stage approvals only when the amount exceeds $10,000. This is the platform's orchestration tool for conditional, multi-step approval routing on Problem records.

Answer

A Client Script validation check

Answer

An Email Notification template

Answer

A Dictionary Override on the Approval field

Question 6

An administrator is troubleshooting why conflict detection is not running when changes are updated via a REST API integration. Which condition in the conflict detection business rule might prevent execution during API calls?

Accepted Answer

The business rule checks if the update modifies schedule-related fields (like planned start/end or CI) and runs accordingly. The conflict detection business rule in ServiceNow checks whether the update modifies schedule-related fields such as planned start/end dates or CI relationships, and only runs conflict detection when those fields change. When updates come via REST API, if the payload does not modify those specific fields, the business rule condition evaluates false and conflict detection does not execute. This is the correct answer because it describes the actual conditional logic in the OOB conflict detection business rule.

Answer

Conflict detection requires an interactive web browser session

Answer

REST APIs inherently disable all database business rules globally

Answer

Integration accounts lack read access to the cmdb_ci table

Question 7

When a Standard Change proposal is submitted, what is its initial state before approval?

Accepted Answer

Draft / Submitted. The [CORRECT] answer is A. When a Standard Change proposal is first submitted, it enters a 'Draft' or 'Submitted' state, awaiting review and approval by the change management process. It is not yet approved, published, or closed. The initial state reflects that the proposal has been created but not yet vetted.

Answer

Approved

Answer

Published

Answer

Closed

Question 8

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. Option D is correct because automated email notifications are triggered by lifecycle state changes on the incident record, so the caller receives status updates (e.g., when the incident moves to In Progress, On Hold, or Resolved) without needing direct system access. Option E is correct because the Service Portal provides end users with 'My Requests' or 'My Tickets' widgets that query incident records where the caller is the opened_by or requested_for user, giving them a self-service view of current state and work notes visible to the caller. Option A is not valid for an end user because the core UI Incident list view is a platform/agent-facing interface that requires an internal role (e.g., itil) and is not exposed to callers. Option B is not valid because System Administrator impersonation is a privileged admin capability, not a caller self-service method, and would be an inappropriate/unauthorized way for an end user to check status. Option C is not valid because direct database queries via an ODBC client bypass the application's ACLs and business logic, are not a supported end-user mechanism, and would typically be blocked or require elevated DBA credentials.

Answer

Accessing the core UI Incident list view

Answer

System Administrator impersonation

Answer

Direct database query via ODBC client

Question 9

A change request is currently in the 'New' state. You want to automate the transition to 'Assess'. Where do you define this logic in a Change Model?

Accepted Answer

Change Model Flow. In ServiceNow Change Management, the Change Model Flow (also called Change Model workflow) defines the states and transitions for a change request, including automated transitions like moving from 'New' to 'Assess'. This is where you configure the logic that drives the state model.

Answer

UI Action on change_request

Answer

State transition table

Answer

Business Rule on change_request

Answer

Workflow properties

Question 10

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?

Accepted Answer

Parse the JSON string using JSON.parse(current.variables.mrvs_name) in a Run Script activity and iterate through the resulting array.. The MRVS stores its collected row data as a JSON string in the variable value, so the only reliable way to access individual columns is to parse that string into a JavaScript object/array. JSON.parse(current.variables.mrvs_name) converts the serialized rows into an array of objects, which a Run Script workflow activity can then iterate over to read each row's column values and write them to the target task fields. Direct dot-walking (Option A) does not work because the MRVS is not a true related list of child records — it is a single variable holding a JSON payload, so there are no column-level fields to traverse.

Answer

Dot-walk directly to current.variables.mrvs_name.column_name in the task activity.

Answer

Use a Record Producer script to flatten the MRVS into custom table rows automatically.

Answer

Configure a Catalog UI Policy to export MRVS rows to the sys_variable_value table.

Question 11

An administrator needs to write an onSubmit Catalog Client Script that validates whether at least one checkbox in a group of ten checkboxes is checked before the item can be added to the cart. Which approach should be used?

Accepted Answer

Iterate through the checkbox variable names using g_form.getValue() and return false if none are true, preventing submission.. An onSubmit Catalog Client Script runs before the item is added to the cart, allowing validation logic to execute. Using g_form.getValue() to iterate through each checkbox variable and checking if at least one is true, then returning false if none are checked, prevents submission and displays an error message. This is the standard client-side validation approach for catalog items.

Answer

Write a Client Script on the sc_cart table to intercept the checkout action.

Answer

Configure a Dictionary Override on the sc_req_item table to enforce mandatory checkboxes.

Answer

Use document.getElementsByClassName() to count checked elements directly from the DOM.

Question 12

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.. Option C is correct because CI Class Manager provides a single, centralized console where administrators can view and edit the identification rules that determine how CIs of a given class are uniquely identified and matched during discovery and import. Option D is correct because CI Class Manager allows you to add, modify, and delete attributes on specific CI classes within the CMDB class hierarchy, extending the schema without direct table manipulation. Option E is correct because CI Class Manager centralizes the management of reconciliation rules at both the class and attribute level, controlling how duplicate or conflicting CI records are merged. Option A is not a CI Class Manager benefit; incident triage workflows for failed discoveries are handled through Discovery/Service Mapping health and error handling, not class administration. Option B is not correct because CI Class Manager does not provide direct editing of system-level Java source code for Discovery patterns; pattern customization is done through the Pattern Designer and related tooling.

Answer

Automatic execution of incident management triage workflows for failed discoveries.

Answer

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

Question 13

Which field must be populated to allow the 'Resolution' tab to be visible or actionable?

Accepted Answer

Incident State. In ServiceNow Incident Management, the Resolution tab (or Resolution Information section) becomes visible and actionable only when the Incident State is set to 'Resolved' (or 'Closed'). The State field drives the form's UI behavior, so it must be populated correctly to expose resolution fields like Resolution code and Resolution notes.

Answer

Caller

Answer

Assignment Group

Answer

ServiceNow Certified Implementation Specialist - IT Service Management CIS-ITSM practice test

Three ways to study

Study CIS-ITSM by domain

Study CIS-ITSM by topic

Incident Management practice questions

Service Portfolio Management practice questions

Problem Management practice questions

Change Management practice questions

CMDB practice questions

Service Catalog And Request Management practice questions

CIS-ITSM fundamentals practice questions

CIS-ITSM scenario practice questions

CIS-ITSM troubleshooting practice questions

ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) (CIS-ITSM) practice questions