ServiceNow CIS-ITSM

Service Dependencies and Service Providers

In ServiceNow, besides offerings, what other elements can define the limits and capabilities of a service? Select the correct answer.

They are set based on predefined risk conditions.

They are manually entered by the change manager.

They are determined by the Calculate Risk UI action.

They are automatically updated based on the change approval status.

They can be configured using the Risk and Impact fields in Risk Conditions.

How are Risk and Impact fields set 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?

Removes records from tables based on criteria

What is the purpose of table cleaner in table management?

Close Incident Tasks when the state of the Incident is closed

Close Incident Tasks when the state of the Incident is either closed or cancelled

Change the state of the Incident Tasks from Resolved to Closed, when Incident is closed

What does com.snc.incident.incident_task.closure System Property?

Who is responsible for handling further escalation with technical SMEs?

Isolating IT service from business processes

Which of the following aspects is critical for the ongoing health of IT services in an IT Service Management (ITSM) program?

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?

Service Builder allows users to create and edit incident records, and it can be accessed in the Incident Management module.

Service Builder is used for creating and editing services and service offerings, and these can be accessed in the Services tab of Service Builder or Service Portfolio Management

Service Builder is a reporting tool for generating custom reports and dashboards, accessible in the Reporting module

Service Builder is a configuration management tool for managing CMDB records, accessible in the Configuration Management module

What is the primary function of the ServiceNow Service Builder application, and where can it be accessed after services and offerings are published?

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?

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

Which states do normal changes progress through in ServiceNow?

A Service can contain multiple Service Offerings

SLA are configured on the Service level, not on the Service Offerings level

Service Offerings can specify availability commitments, geographies or operational requirements

Business Services are part of Service Portfolio Management, while Technical Services are not

How are Services and Services Offerings related?

Emergency changes do not require any authorization and move directly to implementation.

Emergency changes must be authorized, whereas standard changes bypass the authorization process

Emergency changes bypass both the Assess and Authorize states

Emergency changes are automatically approved and implemented without review.

How do emergency changes differ from standard changes in terms of authorization in ServiceNow?

An error message appears instructing the agent to manually specify the incident assignment.

The agent is prompted to choose an Assignment group.

The Assignment group field is automatically filled with the agent's primary group.

The Assignment group field remains unfilled.

What occurs when an agent, who belongs to several user groups, utilizes the 'Assign to me' UI action on an incident record with an empty Assignment group?

SLA flows use percentages to time Breach Warning. When does the trigger of the cumulative time gets triggered?

An automatic timer that reschedules meetings based on conflicts

A timer to track the duration of each agenda item

A stopwatch for tracking individual speaking times

A calendar integration that sends alerts for overdue tasks

What feature does the CAB Workbench provide to help manage time during CAB meetings?

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?

When creating a problem record from an incident in ServiceNow, which of the following data is copied by default from the incident to the problem record?

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

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?

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?

CMDB 360 only retains data from the primary discovery source and discards all other sources.

CMDB 360 allows you to track updates from various discovery sources at the CI attribute level and provides an analytics dashboard and query functionality.

CMDB 360 replaces the Identification and Reconciliation Engine (IRE) and simplifies the CI update process.

CMDB 360 eliminates the need for reconciliation rules by automatically selecting the most reliable discovery source for each update

What functionality does the CMDB 360 feature provide in ServiceNow, and what are its key benefits?

What are valid Change process lifecycles?

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?

A normal change is any service change that does not require Change Advisory Board (CAB) authorization.

A normal change is any service change that is implemented without prior approval.

A normal change is any service change that is not a standard change or an emergency change.

A normal change is preapproved by the Change owner

DRAAFT: Which of the following statements best describes a normal change in ITIL Mode 1 Change Types?

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

Which state indicates that an incident has been fully addressed and confirmed by the user to be resolved?

The field is automatically filled with the group's manager.

The field is set to the system administrator by default.

The field selects the user with the closest matching role.

What happens to the 'Assigned to' field in a problem record if a group is selected but no user in the group has the problem role in ServiceNow?

What actions are taken during the resolution and closure phase of Incident Management?

Which property allows for risk calculation on insert and update of changes without user interaction 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?

Control objectives can only have child controls, not other objectives.

Control objectives must be linked to at least one parent control objective.

Control objectives can be structured hierarchically, with detailed objectives supporting broader ones.

Control objectives arranged in hierarchy cannot reference policies or citations.

What does the term 'parent-child hierarchy' imply for control objectives?

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?

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?

Which ServiceNow feature allows change managers to tailor change activities and workflows to specific use cases?

Scheduling a recurring series of CAB meetings

Managing maintenance windows and blackout schedules

Approving or rejecting change requests based on CAB decisions

Which of the following is NOT a function of the CAB Workbench 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?

Server CIs are an example of dependent CIs because they rely on other CIs.

Network Adapter CIs are an example of independent CIs because they exist on their own.

Dependent CIs rely on a relationship to another CI and can't exist on their own

Application CIs are considered dependent because they can't exist without the Server CIs they are hosted on.

A CI class that is independent means that it cannot be linked to any other CIs

In the ServiceNow CMDB, CIs can belong to either independent or dependent classes. Which of the following statements correctly describes independent and dependent CIs?

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?

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

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?

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?

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?

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 minimum Role is required to create and change Approval Policies?

Stylizing text and pasting images directly into the text field

What functionalities are available in the rich text editor of the 'Compose' feature?

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?

Where do you typically create preapproved Changes?

Which of the following practices can help improve upgradeability and scalability in instance management?

Which features are included in the CMDB Data Manager?

By modifying the form layout through System UI > Formatters

By creating unnecessary fields on the table

How can additional variable editors be configured 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?

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

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?

Only keeps logs that should be in production

Keeps data available while minimizing operational impact

How does archiving benefit data management?

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?

How is the connection between Service Catalog and Change Management?

Manage the life cycle to plan for new services and updates to your existing services.

Create custom scripts for automation purposes.

View project progress and agile data to manage the life cycle during the build phase.

View technical, operational, and roadmap dependencies.

Optimize the technology that your services and applications rely on using real-time metrics.

Enhance CMDB CI Relationships by cross-checking dependencies of different CI classes

Which tasks can you perform using the Digital Portfolio Management (DPM) application? 

What role involves providing support through external vendors and cloud services?

ServiceNow CIS-ITSM - Practice Mode - Exam 3

Free Variants

Pro Variants

In ServiceNow, besides offerings, what other elements can define the limits and capabilities of a service? Select the correct answer.