ServiceNow CIS-ITSM Exam Dumps & Practice Test Questions
Question 1
In ServiceNow, which table is primarily used to store Change records within the Change Management module?
A. [change_task] - Change Task
B. [rfc] - Change Request (legacy)
C. [change_request] - Change Request
D. [change] - Change
E. [task_change] - Change
Correct Answer : C
Explanation:
In ServiceNow, the [change_request] table is primarily used to store Change records in the Change Management module. This table contains the key information for change requests, such as the change type, priority, status, and other critical details related to the change process.
A. [change_task] - Change Task - The [change_task] table stores records related to individual tasks within a change request. Each change request may involve several tasks, but this table does not store the main change request record itself.
B. [rfc] - Change Request (legacy) - The [rfc] table was used in earlier versions of ServiceNow for change requests (Request For Change). In more recent versions of ServiceNow, the [change_request] table has replaced it as the primary table for change records.
C. [change_request] - Change Request - This is the correct table. The [change_request] table is used to store Change records in the Change Management module, and it is the most up-to-date and active table for this purpose.
D. [change] - Change - The [change] table does not exist in ServiceNow for Change Management; it might be confused with other tables in ServiceNow but is not a correct table for change requests.
E. [task_change] - Change - The [task_change] table does not exist as the primary table for Change Management in ServiceNow.
Question 2
Your organization uses default risk calculation for Change Management in ServiceNow. Currently, change requests with less than 3 days’ lead time are marked as High Risk. A client now requires that anything under 5 days be marked as High Risk.
What configuration should be updated to support this?
A. Modify the Risk Property for Lead Time
B. Adjust the Risk Assessment Matrix
C. Edit the Calculate Risk UI Action
D. Update the Risk Matrix configuration
E. Modify the Risk Condition for Lead Time
Correct Answer : B
Explanation:
To modify the risk calculation for Change Management in ServiceNow based on lead time, you would need to adjust the Risk Assessment Matrix. The Risk Assessment Matrix determines how risks are assigned based on certain criteria, such as lead time, and it is configurable to meet specific organizational requirements. By adjusting this matrix, you can change the threshold for marking a change request as High Risk based on the lead time.
A. Modify the Risk Property for Lead Time - The Risk Property for Lead Time is not typically where you would update risk thresholds. The matrix configuration is where risk levels are defined based on specific conditions such as lead time.
B. Adjust the Risk Assessment Matrix - This is the correct approach. The Risk Assessment Matrix is where you define how risk levels (like High, Medium, Low) are assigned based on the lead time and other factors. By adjusting the matrix, you can change the lead time threshold to mark anything under 5 days as High Risk.
C. Edit the Calculate Risk UI Action - The Calculate Risk UI Action triggers the calculation of risk for a change request but does not define how the risk is calculated. The matrix configuration, not the UI Action, needs to be updated to change the risk criteria.
D. Update the Risk Matrix configuration - This answer is almost correct but is a bit more general. The Risk Matrix configuration in ServiceNow is part of the Risk Assessment Matrix, so it's essentially the same thing. Therefore, this answer could technically work, but Risk Assessment Matrix is a more specific term.
E. Modify the Risk Condition for Lead Time - The Risk Condition typically refers to the conditions under which certain actions or states occur, but the Risk Assessment Matrix is the correct configuration for defining how lead time translates into a risk level. The Risk Condition for Lead Time would not be the proper place to adjust the threshold for High Risk.
Question 3
How do Releases relate to Projects in a project management context?
A. Release and project tasks can be used interchangeably
B. A single project can belong to one or more releases
C. Project features are always part of a release
D. Projects must finish before defining a release
E. Projects are primarily used for root cause analysis in releases
Answer: B
Explanation:
In project management, the relationship between Releases and Projects is important for managing software or product development, especially in environments using agile or iterative methodologies. A Release refers to the distribution of a product or update to users, while a Project focuses on the complete development and execution of specific tasks to achieve a deliverable.
Option B, a single project can belong to one or more releases, is correct. A project can have multiple components or features that are developed in phases or versions, each of which can be part of a different release. For example, a project may involve the development of a product that is released in stages over time, and each stage or version is considered a separate release. Therefore, it is entirely possible for a single project to contribute to more than one release as work progresses incrementally.
Option A, release and project tasks can be used interchangeably, is incorrect. While both releases and projects involve tasks, they serve different purposes. A project defines the overall scope, goals, and deliverables, while a release focuses specifically on delivering a version or product to users. The tasks within a release may align with tasks in a project but cannot be used interchangeably.
Option C, project features are always part of a release, is not always true. In some cases, a project's scope may involve multiple features, but not all of them may be included in a single release. Some features might be saved for future releases, or they may be out of scope for certain iterations of the project.
Option D, projects must finish before defining a release, is incorrect. A release may occur during or even before the completion of a project. Often, releases are made in phases during the course of a project to provide incremental updates and functionality to users. For example, agile development processes regularly release software updates after each sprint or iteration, even if the project itself is ongoing.
Option E, projects are primarily used for root cause analysis in releases, is not accurate. While projects may be part of a post-incident analysis or corrective action process, their primary purpose is to deliver a defined set of goals and outputs, not just root cause analysis.
Therefore, the best answer is B, a single project can belong to one or more releases.
Question 4
Which set of flows represents the standard process for a Normal Change in ITSM?
A. Assess → Authorize → Implement → Implementation tasks
B. New → Review → Close → Implementation tasks
C. New → Assess → Implement → Implementation tasks
D. Assess → Authorize → Close → Implementation tasks
Answer: C
Explanation:
In IT Service Management (ITSM), a Normal Change refers to a change that follows a standard approval process and is not considered an emergency. The flow for handling a Normal Change involves several stages, from the initial request to the final implementation and closure.
Option C, New → Assess → Implement → Implementation tasks, correctly represents the standard process for a Normal Change. Here’s a breakdown of this flow:
New: A change request is submitted, and the change is logged into the system.
Assess: The change is assessed to evaluate the risks, impacts, and resource requirements. This stage typically involves reviewing the potential consequences of the change on the system or service.
Implement: Once the assessment is complete and the change is authorized, the change is implemented in the live environment.
Implementation tasks: These are the specific tasks and steps required to complete the change, including testing and verification of the change after it’s deployed.
This process ensures that changes are thoroughly assessed, authorized, and executed to minimize risk to the service or infrastructure.
Option A, Assess → Authorize → Implement → Implementation tasks, is not the correct sequence. Authorization should follow the assessment phase, not precede it. The change needs to be assessed before it can be authorized.
Option B, New → Review → Close → Implementation tasks, is incorrect. The Review phase is not typically part of the standard change process. Instead, changes are assessed, authorized, and then implemented. Review and close are generally part of the post-implementation process but not the core flow.
Option D, Assess → Authorize → Close → Implementation tasks, is also incorrect. The Close stage occurs after the change is fully implemented, tested, and validated, not before implementation. The correct flow involves the implementation phase after assessment and authorization.
Therefore, the correct answer is C, New → Assess → Implement → Implementation tasks.
Question 5
Which of the following are default Change Task types available in a standard Change Management system? (Select three)
A. Planning
B. Testing
C. Review
D. Deployment
E. Verification
Correct Answer : A, B, D
Explanation:
In a standard Change Management system within ServiceNow, there are various types of tasks that can be associated with changes, each reflecting a distinct step or activity in the change process. These tasks ensure the change is carried out correctly, tested, and reviewed before being deployed.
A. Planning - Planning is a common default change task type in ServiceNow. It involves preparing the change request, determining resources, and creating the implementation plan before the change is executed. This is an essential task for organizing the change and ensuring it is well-documented.
B. Testing - Testing is another default change task type. It focuses on validating that the change works as intended and does not negatively impact existing systems. This type of task ensures that all necessary tests are completed before proceeding with deployment.
D. Deployment - Deployment is a core task type, representing the actual implementation or deployment of the change to the target environment. It is a crucial step in the change process, where the planned and tested changes are applied.
C. Review - While Review is an important part of the change process, it is typically part of the broader change management workflow but not always a default task type in ServiceNow's standard Change Management system. Reviews are often done at various stages but aren't a standalone change task type like Planning, Testing, or Deployment.
E. Verification - Verification may be part of the overall change process, particularly post-deployment to ensure everything functions correctly after the change. However, it is not typically listed as a standard change task type in the default Change Management system. The verification is often embedded in the Testing phase or as part of the Deployment tasks.
Question 6
Which business rule in ITSM is responsible for automatically assigning an appropriate group to Incidents, Problems, or Change Requests based on defined criteria?
A. Auto-assign Group using CI/SO
B. Populate Assignment Groups Automatically
C. ITSM Assignment Lookup Rule
D. ITSM Auto Assignment Rule
Correct Answer : D
Explanation:
In IT Service Management (ITSM) in ServiceNow, the ITSM Auto Assignment Rule is responsible for automatically assigning incidents, problems, and change requests to the appropriate group based on defined criteria. These criteria can include fields such as the configuration item (CI), service, priority, or other attributes related to the record. The rule ensures that the correct team or individual is notified to handle the record, streamlining the process and improving efficiency.
A. Auto-assign Group using CI/SO - This option refers to a specific rule or configuration that assigns groups based on Configuration Items (CI) or Service Offerings (SO). While this could be part of a larger assignment strategy, it is not the default rule for automatically assigning groups in ITSM.
B. Populate Assignment Groups Automatically - This is not a standard business rule name in ServiceNow. However, it might be a description of what the ITSM Auto Assignment Rule does. The actual rule name for automatic group assignment is ITSM Auto Assignment Rule.
C. ITSM Assignment Lookup Rule - This rule is more focused on looking up the appropriate assignment group based on specific criteria, like CI or category, but it is not the primary business rule used to automatically assign groups for incidents, problems, or changes.
D. ITSM Auto Assignment Rule - This is the correct answer. The ITSM Auto Assignment Rule is the default business rule that automatically assigns appropriate groups to incidents, problems, or change requests based on predefined criteria in ServiceNow. It ensures that the right team is automatically assigned to handle the request based on its characteristics.
Question 7
In the CAB Workbench, which criteria can the CAB Manager use to identify Change Requests to include in a meeting? (Select two)
A. Filter by risk level or change type
B. Select requests scheduled for a specific time range
C. Use filters from the Agenda Criteria tab
D. Choose based on the assigned Change Flow Definition
Answer: A, B
Explanation:
In the CAB Workbench (Change Advisory Board Workbench), the CAB Manager plays a crucial role in selecting and reviewing the Change Requests (CRs) that need to be discussed in the meeting. This ensures that the right changes are prioritized for review based on their importance, timing, and risk.
Option A, Filter by risk level or change type, is a valid criterion that the CAB Manager can use. Change Requests can have different risk levels and types, such as minor or major changes, and filtering by these factors helps ensure that the more significant changes or those with higher risk are prioritized for discussion during the meeting.
Option B, Select requests scheduled for a specific time range, is also an important criterion. The CAB Manager can filter Change Requests based on the scheduled time to ensure that changes planned for a specific window or time period are selected for review. This is useful for planning the meeting to align with the upcoming changes.
Option C, Use filters from the Agenda Criteria tab, is not the best choice in this case. While the Agenda Criteria tab may be used for managing the meeting agenda, it is not typically a primary method for identifying Change Requests to include in the meeting. The focus is generally on scheduling and selecting changes based on their timing, risk, or type.
Option D, Choose based on the assigned Change Flow Definition, is also less relevant to the selection process. While a Change Flow Definition may define the lifecycle of a change, the focus of CAB meetings typically lies in the risk, timing, or type of change rather than the specific flow definition associated with each change.
Thus, the best choices are A and B, as they provide criteria based on the importance of the change and the timing, which are key considerations for the CAB Manager when selecting Change Requests for a meeting.
Question 8
A user frequently uses the "Reboot Windows Server" change model and finds it hard to locate due to too many options. What is the most efficient way to give this user quicker access?
A. Pin the option for quick access
B. Add the change model to their Favorites
C. Use the search bar with keywords
D. Drag the change model into the Navigation pane
Answer: B
Explanation:
When users find it difficult to locate frequently used options, such as the "Reboot Windows Server" change model, it is essential to provide an efficient way to give them quicker access.
Option B, Add the change model to their Favorites, is the most efficient and appropriate solution. By adding the change model to the Favorites, users can easily access it from the main interface without having to search or navigate through multiple options. The Favorites feature is specifically designed for this kind of scenario, allowing users to quickly access their most-used or important options.
Option A, Pin the option for quick access, might be useful in some interfaces where pinning options is supported. However, depending on the system or software in use, this may not be a standard feature or could be less efficient than simply adding it to the Favorites, which provides a more universal and consistent way of accessing frequently used items.
Option C, Use the search bar with keywords, could be an option for finding the change model quickly, but it is not as efficient as having the option readily available in the Favorites. Searching repeatedly can still take more time than simply clicking on a favorite item.
Option D, Drag the change model into the Navigation pane, might not be a feature in all systems. Even if it is available, it may not be as intuitive or widely applicable as adding an item to the Favorites, which is typically supported across most platforms.
Thus, the most efficient and commonly used solution is B, Add the change model to their Favorites, as it provides the user with a simple, quick, and organized way to access the change model without needing to search for it repeatedly.
Question 9
Which of the following fields is mandatory when submitting a new Change Request in the standard Change Management process?
A. Assigned to
B. Configuration Item
C. Justification
D. Requested by
E. Change Type
Correct Answer : E
Explanation:
In the standard Change Management process in ServiceNow, the Change Type is a mandatory field when submitting a new Change Request. The Change Type defines the category or classification of the change, such as Normal, Emergency, or Standard. This classification helps the system understand how the change should be managed, its approval process, and the urgency level.
A. Assigned to - The Assigned to field is often required for change requests, but it is not mandatory by default when submitting a new Change Request. The system might allow you to submit the request without specifying an individual or group, though it may eventually need to be assigned during the workflow.
B. Configuration Item - The Configuration Item (CI) field is important in Change Management to identify what part of the IT infrastructure is affected by the change. However, it is not mandatory when submitting the Change Request, as some changes might not be associated with a specific CI initially.
C. Justification - The Justification field is typically used to provide a rationale for the change, but it is not mandatory by default. It can be included in the change request to provide additional context, but it is not required for submission.
D. Requested by - The Requested by field is typically filled out automatically based on the logged-in user or can be manually added. However, it is not considered mandatory for submitting a Change Request in the standard process.
E. Change Type - The Change Type is a required field in ServiceNow's Change Management process because it helps define the nature of the change, and determines which workflows and approval processes will be followed.
Question 10
What is the main purpose of Change Models in the Change Management module?
A. To assign changes to a specific group automatically
B. To define templates for standard and repeatable change types
C. To calculate the risk of a change request
D. To escalate urgent changes to the CAB
E. To map changes directly to CMDB entries
Correct Answer : B
Explanation:
Change Models in ServiceNow's Change Management module are primarily used to define templates for standard and repeatable change types. These templates allow organizations to standardize the way specific types of changes are handled. By defining a Change Model, users can automatically apply predefined steps, tasks, approvals, and other processes to a change request, making the change process more efficient, consistent, and less error-prone. Change Models are especially useful for recurring changes that follow a similar process each time, such as routine software updates or network configuration changes.
A. To assign changes to a specific group automatically - While Change Models can automate aspects of the change process, their primary purpose is not to assign changes to specific groups automatically. Group assignments are typically handled by assignment rules or auto-assignment rules.
B. To define templates for standard and repeatable change types - This is the correct answer. Change Models are used to define templates that standardize and automate the change management process for specific change types, ensuring consistency and efficiency for repeatable changes.
C. To calculate the risk of a change request - The calculation of risk for a change request is typically handled by the risk assessment process in ServiceNow, not by Change Models. Change Models focus on defining the change process, not risk evaluation.
D. To escalate urgent changes to the CAB - While some Change Models might include escalation steps or approvals as part of the process, their primary purpose is not to manage escalation. Escalation procedures are typically handled by workflows or approval processes.
E. To map changes directly to CMDB entries - Change Models are not specifically designed to map changes directly to CMDB entries. While some changes may involve Configuration Items (CIs) from the CMDB, Change Models focus on the workflow and tasks associated with the change, rather than the mapping of changes to CIs.
