📘 Free CIS-ITSM Sample Questions
Given the class structure shown below, which types of CIs will be included in a report run against the
cmdb_ci_computer table?
A
Just CIs defined directly in cmdb_ci_computer
B
. CIs defined directly in cmdb_ci_computer and all parent classes
C
CIs defined directly in cmdb_ci_computer and all child classes
Correct Answer:
C. CIs defined directly in cmdb_ci_computer and all child classes
Explanation:
CIs defined directly in cmd b_ ci_ computer and all child classes.
Which field from the configuration item will automatically populate in the Assignment group field of an incident
record?
A
Managed by
B
Support group
C
Approval group
D
Change group
Correct Answer:
B. Support group
Explanation:
Support group is correct. Tested on Tokyo PDI. Opened up a CI and added the available fields (through form
design): Approval Group, Change Group, and Support Group. Populated them and then opened an incident,
filled in "Configuration Item", saved it, and the assignment group was filled with the group from "Support
Group".
Which of the following are defined for a given change model? (Choose three.)
A
Phase transitions
B
State model
C
State transition conditions
D
Phase model
E
State transitions
Correct Answer:
B. State model
Explanation:
An individual change model will have the following defined:
- State models
- State transitions
- State transition conditions
When is a change task for Post Implementation Review created for an unauthorized change?
A
When the change request moves to Close
B
When a change manager accepts the change
C
When the change request moves to a state of Review
D
When the change request moves to a state of Assess
Correct Answer:
C. When the change request moves to a state of Review
Explanation:
The correct answer is CWhen an unauthorized, Emergency Change Request record moves to a state of
Review, a change task for Post Implementation Review is automatically created.
Which should be used to explore the entire hierarchy and table definitions of the Configuration Management
Database Classes?
A
Reports
B
CI Class Manager
C
Application Menus
D
.Dependency View
Correct Answer:
B. CI Class Manager
Explanation:
Use the CI Class Manager as a central location to explore the CMDB class hierarchy, CI table definitions, and
class CIs. Correct answer- B: The CI Class Manager brings all of this together and provides a centralized place to view
the CMDB class hierarchy in a tree-view format as well as view or edit class definitions and class settings for
identification rules, reconciliation rules, and CMDB Health.
Reference:
https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/configuration-
management/reference/ci-class-manager-landing-page.htm
Which of the following cannot be defined or set through a Catalog UI Policy?
A
Setting a variable to mandatory
B
Apply a requirement to all form views
C
Setting a catalog category to visible
D
. Setting a variable to read-only
Correct Answer:
B. Apply a requirement to all form views
Explanation:
Apply a requirement to all form views.
Which type of catalog item should be used to create an incident record from the portal?
A
. Incident Template
B
Request Item
C
Order Guide
D
Record Producer
Correct Answer:
D. Record Producer
Explanation:
D is correct- A record producer is a specific type of catalog item that allows end users to create task-based
records, such as incident records, from the service catalog.
https://docs.servicenow.com
Which incident management roles are activated by installing the ITSM Roles plugin (com.snc.itsm.roles)? (Choose
two.)
A
.sn_incident_read
B
itsm_incident_read
C
.incident_manager
D
.sn_incident_write
Correct Answer:
A. .sn_incident_read
Explanation:
A. sn_incident_read.
D.sn_incident_write.
A customer requests that when the Service Desk agent clicks on the information icon for the Caller's name, the
quick view frame shows only the following fields:
User name -
Manager name -
Email Address -
Employee ID -
How would you modify the quick view frame?
A
Update the sys_popup view for the user table
B
Update the sys_quick view for the caller table
C
Update the sys_popup view for the caller table
D
Update the sys_quick view for the user table
Correct Answer:
A. Update the sys_popup view for the user table
Explanation:
Update the sys_popup view for the user table.
Your customer has built a mature knowledge base, with articles targeted to internal audiences -which are
technical. Other articles are written for end users, with simple instructions. From the Incident form, the agents
would like to be able to identify which articles are visible to the callers What feature would you use, to satisfy this
requirement?
A
Internal/External Highlighting
B
Search as User
C
Show User Viewable
D
User Only View
Correct Answer:
B. Search as User
Explanation:
Service desk agents may see articles users not see. Use Search As to shareappropriate articles with
users.Optionally, administrators may enable Search as. This feature returns search results as both the current user and a specified user on the current form (i.e. caller). This allows agents to be confident that articles
shared with users are appropriate.
https://evantage.gilmoreglobal.com/books/SN-ITSMI-T010-PG-E
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