ServiceNow CIS-ITSM

Who is responsible for creating and editing all types of portfolio records in ServiceNow?

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

What is the default time in days for resolved Incidents to be closed?

By modifying workflows to include automatic adjustments.

Through direct updates to the Priority Data Lookup Table.

Using custom scripts embedded in the CMDB.

In ServiceNow, how can priority values be adjusted based on impact and urgency without requiring scripting?

From the Configuration > Identification/Reconciliation > CI Identifiers menu

From the System Properties > CI Rules menu

From the CI Class Manager > Class Info > Identification Rule tab

From the Asset Management > CI Configuration menu

Where can the identification rules for a CI class be accessed in ServiceNow?

Which activity is essential to minimize unnecessary transaction logs in data management?

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?

Work notes are only visible to the Caller of the Incident, while internal emails are not

Activity Funnel > Configure available fields modifies the content tracked in all Incident activity streams

Security rules apply only to fields, not to the Activity log

Activity Funnel is only on the Service Workspace activated

What is true about Work Notes on the Incident Form?

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

To maintain and create Surveys, which Modules within the Survey Application are important? 

Citations mapping and validation status fields.

Policy compliance level and audit status fields.

Category, classification, and type fields.

Risk type and mitigation priority fields.

Which field allows control objectives to be categorized for better reporting?

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?

They define ITSM processes and responsibilities

They primarily focus on hardware maintenance

They are responsible for network management

What role do 'process owners' and 'stakeholders' play in ITSM?

Which tabs are available at the Change Landing Page?

Automatically resolving all change conflicts without user input

Generating financial reports for each change request

Providing a chat interface for real-time collaboration among CAB members

Enabling CAB managers to schedule, plan, and manage CAB meetings efficiently

Which of the following is a primary function of the CAB Workbench in ServiceNow?

In ServiceNow, what are the valid states for a problem task?

What are valid Change process lifecycles?

The Change Request form layout is updated

An automated workflow for change approval is triggered

The highest risk value is set based on matching conditions

The risk calculation requires the user to click the Calculate Risk UI action

The risk is automatically calculated based on both the risk assessment survey and risk conditions

What happens when a risk assessment is submitted in ServiceNow?

When the Incident changes to state "On Hold", the On Hold Reason field is set to visible. Which options can you choose?

The control objective is shared among all entities without generating specific controls.

Controls are generated only for entities with active risk assessments.

The control objective must first be validated against authority documents before generating controls.

Controls are generated for each entity within the entity type.

What happens when a control objective is scoped to an entity type?

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?

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?

New, Awaiting approval, Published, Retired

In ServiceNow's Service Builder, what are the primary states through which a service or service offering progresses on its way to being published?

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?

Setting filter criteria for meeting agendas to include specific change requests

Automatically implementing approved changes

Change the change type from Normal to Emergency if needed

Which of the following features does the CAB Workbench in ServiceNow provide to help manage CAB meetings effectively?

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?

Which roles can delete a catalog in ServiceNow?

How can a Catalog Item be created in relation to a Service Offering?

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?

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?

Risk conditions are evaluated in order, and the highest risk value is returned.

The Change Request form layout is updated.

An automated workflow for change approval is triggered.

The system displays a message indicating which risk conditions led to the final value.

The risk and impact fields are manually updated.

What occurs when the Calculate Risk UI action is triggered in ServiceNow?

What practice involves clear and controlled dependencies with other processes in ITSM?

It is used to categorize services into types such as infrastructure, billable, and service offering.

It is used to classify services based on their business enablement and usage.

It has historically included odd values but has been cleaned up in recent releases.

Which of the following statements best describes the role of the Service Classification field in ServiceNow's CMDB?

Incident State is set to On Hold reason to Awaiting Problem.

Values from the incident are copied to the new problem record.

Only one Incident can be related to a problem.

What occurs when a UI action is utilized to create a new problem from an incident in ServiceNow?

Standalone controls are not supported for automated compliance scores.

ServiceNow restricts the creation of controls without control objectives.

It leads to inconsistent compliance tracking and fragmented reporting.

Standalone controls cannot inherit properties from entity types.

Why is it recommended to avoid creating standalone controls unrelated to control objectives?

A wizard-like tool providing a comprehensive solution for managing CIs

What type of tool is the CMDB Data Manager considered to be?

The default variable editor is applicable for all tables in ServiceNow.

By default, the default variable editor is applicable for the Incident and Change tables.

The VEditor is a formatter added on the Incident form (Default View) and the Change form (Default View)

Catalog UI policies and catalog client scripts are supported on the default variable editor only for non-task-extended tables.

Which statement is true about the default variable editor in ServiceNow?

Which of the following is a benefit of ITSM for employees?

By linking the metric to the table on which it is defined

How can a metric be reported using a database view in ServiceNow?

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?

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?

Removes records from tables based on criteria

What is the purpose of table cleaner in table management?

Which of the following are Out-of-the-Box Flows, that are shipped with the Change Application?

Ensures only necessary logs are kept in production

Why is table extension useful in table management?

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

What role is required to create or edit a catalog item using the catalog builder?

Which two tasks per change, regardless of the type, get created when the state of the Change changes to Implementation?

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?

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?

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

Via Events, which create alerts which trigger new Incidents

What is usually an automated way to create incidents?

By updating the service catalog workflow.

By navigating to Configure > Related Lists and adding Service Fulfillment Steps to the Selected column.

How can administrators add the Service Fulfillment Steps related list tab to the catalog item form?

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?

Who is primarily tasked with managing and coordinating the process of resolving issues?

By modifying the com.snc.task.principal_class_filter property

How can you view and manage CI classes that are defined as principal classes?

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 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?

To handle alerts appropriately, Event Management and Operational Intelligence need to know whether a CI is in maintenance life-cycle status.

To enhance user interface customization options for end-users.

To report cost data effectively, Cloud Insights needs to know the state of a CI

To generate consistent tasks and workflows, Audit and Compliance need to use standard life cycle values.

To improve the visual design of the ServiceNow dashboard.

What are the benefits of migrating existing life-cycle data to CSDM standard life-cycle states in ServiceNow? 

ServiceNow CIS-ITSM - Practice Mode - Exam 2

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Who is responsible for creating and editing all types of portfolio records in ServiceNow?