ServiceNow CIS-ITSM

Which tab on the CMDB Data Foundations dashboard ensures adherence to CSDM-related standards for populating services and relationships?

Which ServiceNow application helps bridge application silos by providing a unified workspace to manage all solutions, including services, service offerings, business applications, and application services?

When the field Configuration Item is updated

Via Scheduled Job based on the lead time to Planned Start

When does Conflict Detection on a Change Record run?

By defining filter criteria for meeting agendas to determine which change requests are included

By automatically implementing approved changes

By tracking the financial impact of changes

By creating detailed project plans for each change request

How does the CAB Workbench in ServiceNow assist with change request management?

Which plugin is necessary to access various useful database views in ServiceNow?

Maintenance windows define the time frame,  during which normal change activity should not be scheduled

Maintenance windows define the time frame,  during which normal change activity should be scheduled

Blackout windows define the time frame,  during which normal change activity should not be scheduled

What is the difference between Blackout and Maintenance windows on the Change Request?

Which of the following states indicates an incident is logged but not yet being investigated?

Available in catalog tasks and UI policy conditions

What are some limitations of Multi-row Variable Sets in ServiceNow?

If an ESS user (caller) reopens his incident, all of its children incident states are set to In Progress

You can copy or create a child incident of all fields to the new Incident, if the Incident Property is enabled

By default: The parent and child states are synchronized. The child incident state depends on the parent incident state.

ITIL user can only copy or create incidents, which they created

If an ITIL user reopens an Incident, both parent and child are set to "In Progress"

What is true for parent and child incidents?

Which property in ServiceNow can be customized to apply the principal class filter to task types such as incident, problem, and change?

Removes records from tables based on criteria

Ensures only necessary logs are kept in production

How does syslog cleanup contribute to data management?

What are the roles available in the ServiceNow Digital Portfolio Management (DPM) application, and what are their main functions? 

The Active field is set to false for the requested item

The RITM's state is updated to Closed Complete

The Active field is set to true for the requested item

What happens when the Set Active Flag business rule is triggered in ServiceNow?

Blackout schedules define periods when no changes can be implemented

Blackout schedules are stored in the cmdb_ci_blackout table

Blackout schedules can be defined to recur on a daily, weekly, or monthly basis

Blackout schedules are used to specify the maintenance windows for routine updates

Blackout schedules ensure changes are only implemented during business hours

Which of the following statements are true about ServiceNow blackout schedules?

What is required when an incident's state is changed to 'Resolved'?

Formatters may contain a maximum of 2 columns

Widgets should be used instead of Macros and Macros with Labels

Variable sets with formatters may contain a maximum of 3 columns

Widgets should be used instead of Variables

Which of the following are limitations for Service Portals regarding variable types?

The default principal class will be automatically assigned.

The CI will not be selectable on Incident forms

The Configuration Item field will be hidden.

All CIs on all forms will be selectable on the Configuration Item field.

What happens if there are no CI Classes marked as Principal Class?

The need to assign appropriate user roles

The necessity of adding list filters for visibility, otherwise the do not appear

The requirement to link categories to specific tables

The importance of configuring email notifications

What must a system administrator consider when creating additional list categories in a ServiceNow workspace?

Each Model State Transition has associated conditions defining when a transition can occur, such as requiring an approval. Automatic transition can be set to true if these conditions are met.

Model State Transitions automatically update the change ticket status without any conditions.

Each Model State Transition can only have one Automatic transition set to true

Model State Transitions are predefined and should not be overwritten, since scripting is required.

In ServiceNow, what functionalities are associated with each Model State Transition in the Change Management process?

Only keeps logs that should be in production

Keeps data available while minimizing operational impact

How does archiving benefit data management?

VIP user have a different process logic in contrast to standard user. The VIP Caller Client Script holds this logic

The rec_ac_column attribute controls which additional fields are displayed

ref_contribution icons are not displayed if the field is read only. The clickthorugh=true attribute changes this behavior

For each form, only one Reference Icon can be set up. By default, the Caller fields shows a list of the user closed incidents

The Caller field on the Incident form is populated based on the sys_user table. Which of the following statements is true?

Which role typically has end-to-end accountability for a given service and its offerings throughout the full lifecycle in ServiceNow?

A release can be made of multiple changes 

Change Management is under the authority of Release Management

Release Management is under the authority of Change Management

How is the connection between Change- and Release-Management?

Inputs are automatically generated by the approval engine.

Inputs are used to define the conditions for approval actions.

Inputs can include data available on the ServiceNow platform.

Inputs can be external data retrieved via a REST API call.

Which of the following statements is true about inputs used in Change Approval Policies?

Which role is involved in managing tasks and communication within the resolution team for major incidents?

It adds the fulfillment steps to the [sc_task] table.

It updates the Process Engine tab of the catalog item record to Flow = Step based request fulfillment.

It adds a new field to the catalog item form.

It updates the service catalog workflow to Flow = Step based request fulfillment.

It creates a new catalog item in the Service Catalog.

What happens when you define fulfillment steps via Catalog Builder in ServiceNow?

What is the purpose of table cleaner in table management?

When unnecessary fields are created on the table

When are variable editors displayed in the form view by default?

Which of the following is NOT a valid state in the out-of-the-box change management process in ServiceNow?

The incident state changes to 'Resolved'.

The incident state changes to 'On Hold' with the reason 'Awaiting Problem'.

What happens to the state of an incident when a related problem is created via UI action in ServiceNow?

They contain the conditions used to determine the change approval action.

They define the criteria evaluated before marking a policy as approved.

They can include external data retrieved via a REST API call.

They serve as source data used to evaluate decisions for approval actions.

What is the role of 'Policy Inputs' in the Change Approval Policies process in ServiceNow?

Which role in ServiceNow is primarily responsible for the overall authority and accountability of an IT service portfolio, typically at the CIO level?

Which of the following is NOT a step in the process of defining a service in ServiceNow?

It is activated by default. All Incidents with Priority 1 and VIP status are flagged as Major Incidents

A major Incident is an incident that results in significant disruption

Users with major_incident_manager role can directly promote an active incident

Users with itil role can work on MI, but not create

The plugin com.snc.incident.mim is not required anymore. MI is part of the incident application now

What is true about Major Incident Management?

If approved, the state changes from New to Assess

Technical approval groups get requested to approve in parallel

What happens on the change request, if the change owner clicks the Request Approval Button?

It simplifies user training on new modules.

It allows for quicker resolution of problems.

It reduces the maintenance overhead of managing separate categorization systems.

What is a primary benefit of reusing existing incident categories for problem categorization in ServiceNow?

Which state indicates that the incident is fully resolved but not yet closed?

Citations define the scope of control objectives but do not influence their creation.

Control objectives validate the relevance of citations during audits.

Control objectives and citations both directly map to authority documents.

Control objectives are derived from citations to create actionable goals.

How are control objectives related to citations?

What are the four maturity stages in the Common Service Data Model (CSDM) framework in ServiceNow?

Standard changes progress through all states, including Assess and Authorize

Standard changes are always rejected and sent back to the New state

Emergency changes bypass both the Assess and Authorize states

Standard changes bypass the Assess and Authorize states and move directly to the implementation phase

Which statement accurately describes the state progression of standard changes in ServiceNow?

To improve IT efficiency and reduce operational costs

What is the primary objective of implementing IT Service Management (ITSM)?

Which benefit of ITSM specifically enhances productivity for IT departments?

Who is responsible for handling further escalation with technical SMEs?

Why is table extension useful in table management?

It provides source data for evaluating approval decisions.

It uses a condition builder to define the criteria for approvals.

It uses no-code tools to set approval conditions.

How does the 'Decisions' component function in ServiceNow's Change Approval Policies?

It configures approval workflows for changes

It integrates with the Change Request form to enable risk calculation

It sets the highest risk value based on matched conditions

It provides an additional factor for calculating risk

It requires users to click the Calculate Risk UI action

How does the Change Management – Risk Assessment plugin help in calculating risk?

It restricts the list view of the Configuration Item Field to show only CIs from the classes included in the filter

It automatically applies to child classes of the selected Principal Class

It is only applied to the current class and does not affect child classes

It removes all CIs not belonging to the Principal Class from the CMDB

It is not applied to incident, change, and problem list views

What is the effect of setting a class as a Principal Class in the CMDB Principal Class filter?

The timer only displays the total time allotted for the meeting without color coding.

Agenda items can only be moved to the top of the list by the CAB manager.

The meeting notes widget can send notes to attendees and save them to the CAB Meeting record.

Change request details can only be viewed in form view, not in calendar view.

Which of the following statements accurately describes a feature of the CAB Workbench in ServiceNow?

When a change is part of routine maintenance.

When the change has been preauthorized and is low-risk.

When a change does not require CAB approval.

When the impact to service is immediate and action cannot be delayed.

In what situations are emergency changes required according to ITIL Mode 1?

 Work notes for incidents where the state is New, In Progress, or On Hold

 Work notes for incidents where the state is Resolved

Additional comments for incidents where the Resolution code is Known error

 Additional comments for incidents where the state is Closed

When using the Communicate Workaround UI action in ServiceNow, where is the workaround information copied to for related incidents in which state?

What are the primary operations of a Change User?

 IT services that directly support a business process.

Technical services that underpin one or more business services

Services that can be monitored by the system, including application services, dynamic CI groups, and alert groups if specific features are activated

IT services that have an operational view made up of technical service offerings

Which of the following accurately describes the type of services managed by the cmdb_ci_service_auto table in ServiceNow?

To set the highest risk value based on matching conditions

To configure the Change Request form layout

To evaluate the risk level based on predefined conditions

To create automated workflows for change approval

To modify risk conditions according to customer requirements

What is the purpose of the 'Change Risk Conditions' in ServiceNow?

An IT service is a detailed configuration item (CI), while a service offering is a user-facing catalog item.

An IT service is only used for billing purposes, while a service offering is used for operational purposes

An IT service is defined with respect to how it enables and is used by the business, while a service offering is a particular variant of that service.

An IT service and a service offering are two terms for the same concept in ServiceNow.

What is the primary distinction between an IT service and a service offering in ServiceNow?

Available For > Not Available For > Can Read Roles > ACLs on the table

ACLs on the table > Available For > Not Available For > Can Read Roles 

ACLs on the table > Can Read Roles > Available For > Not Available For 

ACLs on the table > Can Read Roles > Not Available For > Available For 

On a Change, how is the order of evaluation executed?

Change Management Plugin - Risk Assessment (sn_grc_risk_assessment.change) needs to be enabled

Change Management Plugin - Risk Assessment (com.snc.change.risk_assessment) needs to be enabled

Assessment Thresholds are defined under Change > Risk Conditions

Assessment Thresholds are based on Risk levels and Scores (Score greater than)

Risk assessment uses a weighted score for each question

Risk assessment uses the highest score for each question

What is true about Risk Assessment on Change Requests?

Which role has the ability to update the change typ or model on an existing Record? 

All states, including New, Assess, Authorize, Implement, Review, and Closed

Which states do normal changes progress through in ServiceNow?

It is rarely implemented and requires CAB authorization.

It is a high-risk change requiring multiple levels of approval.

It is an emergency change that must be implemented immediately.

It is frequently implemented, has repeatable steps, and does not require CAB authorization.

What characterizes a standard (preapproved) change in ITIL Mode 1?

Which stage in the CMDB implementation process involves starting to map your factual data (CIs) to lay the foundation of your CMDB, and typically includes application owners and configuration managers as stakeholders?

ServiceNow CIS-ITSM - Practice Mode - Exam 1

Which tab on the CMDB Data Foundations dashboard ensures adherence to CSDM-related standards for populating services and relationships?