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MACS 609 CERTIFICATION EXAM | QUESTIONS AND ANSWERS | VERIFIED
AND WELL DETAILED ANSWERS | LATEST EXAM
sw - CORRECT ANSWER --Configuration, Asset
A container split is required between container start/end to create columns - T/F
- CORRECT ANSWER -False - If the layout is specified on the container start
then no container split is required.
A container split is required between container start/end to create columns. T/F -
CORRECT ANSWER -False - You can use layout
A customer has a requirement to allow staff to copy existing Changes. However,
they want to add the Work Notes List field to the fields included in the copy
operation. Which approach is recommended to satisfy this requirement? -
CORRECT ANSWER -Validate that the 'Enable Copy Change feature'
property is set to true and add the field to the 'List of attributes (comma-
separated) that will be copied from the originating change' property
A group record has what relationships in terms of foundation data? -
CORRECT ANSWER -Group:
-Can have zero to many members
-Can have zero to many roles
A parent Incident is updated to reflect a new Assignment Group, Work Notes,
and related Problem. Corresponding field updates to child Incidents include . -
CORRECT ANSWER -Work Notes
A record is added to the table each time a Knowledge article is viewed. The
record includes fields to identify the user who viewed the article and whether
the article was attached to a Task. - CORRECT ANSWER -Knowledge Use
[kb_use]
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AND ANSWERS.pdf2026/10/23Page
AND ANSWERS.pdf2026/10/23Page
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QUESTIONS
AND ANSWERS.pdf2026/10/23Page
AND ANSWERS.pdf2026/10/23Page
AND ANSWERS.pdf2026/10/23Page
2 of 382 of 382 of
A user record has what relationships in terms of foundation data? - CORRECT
ANSWER -User:
-Can have zero to many user roles
-Can be a member of zero to many groups
-Is associated to one location
-Is associated to one department
-Is associated to one company
Are CAB related fields shown on the standard change form? - CORRECT
ANSWER -No they are hidden by a UI Policy on standard changes.
Are catalog items restricted to one catalog only? - CORRECT ANSWER -No,
catalog items can be associated to multiple catalogs and categories
Best practice (Use code or not use code)? - CORRECT ANSWER -If there is a
system configuration that will allow you to achieve the same result without
using code always go the 'no-code' way.
As an example use Catalog Data Lookup instead of a catalog client script where
possible
By default variable editors exist for what modules? - CORRECT ANSWER -
Incident, problem and change.
To create additional ones go to System UI>Formatters
Can catalog UI Policies be included in Variable Sets? - CORRECT ANSWER
-Yes
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AND ANSWERS.pdf2026/10/23Page
AND ANSWERS.pdf2026/10/23Page
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AND ANSWERS.pdf2026/10/23Page
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Can catalog UI Policies be used on Variables? - CORRECT ANSWER -Yes as
of Jakarta release these policies work on variables included on item forms as
well as variables displayed through a variable editor on a record generated by
the item.
Can g_scratchpad be used in Catalog Items? - CORRECT ANSWER -No
Can Service Portal integrate with many or one knowledge bases? - CORRECT
ANSWER -One
Can SNC script includes be changed/configured? - CORRECT ANSWER -No
SNC script includes are not to be updated and are read only
Categorization driven from by Configuration Item is usually suited more for
customers with what? - CORRECT ANSWER -Customers with a robust and
mature CMDB
CMDB aids ITSM processes by? - CORRECT ANSWER --Providing the
capability to associate CI's to incident, problem or change records
-Identifying the respective support and approval groups
-Identifying the business critical of affected CI's to aid in prioritization and
escalation
-Identifying potential upstream or downstream impacts.
Creating CI's in the CMDB can be done in what ways? - CORRECT
ANSWER --Manual creation via the Configuration Management application
modules
-Creation via Service Catalog fulfillment processes
-Import from external source
-Integration with 3rd party systems
-Automated discovery tool(s)
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AND ANSWERS.pdf2026/10/23Page
AND ANSWERS.pdf2026/10/23Page
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AND ANSWERS.pdf2026/10/23Page
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Do (TC) Technical consultants attend requirements workshops? - CORRECT
ANSWER -Yes typically at least one TC does and they demonstrate the 'as-is'
functionality within each ITSM application, encourages alignment with best
practices and discourages over- engineering.
Do all baseline notifications have a message body and/or template defined? -
CORRECT ANSWER -No, many baseline notifications do not have a message
body or template defined. Many of them only have a subject defined.
Do change approvers need a ServiceNow license if approving only through
email? - CORRECT ANSWER -Yes all change approvers need a SN license
even if they are approving only through email.
Do SLA work flows use percentages or actual time? - CORRECT ANSWER -
Percentages are used to time breach warning and breach notice emails rather
than actual time. This allows a single, generic SLA work flow to work in most
instances.
Does [kb_knowledge] the article table extend from task? - CORRECT
ANSWER -No it does not extend from task.
Does CAB recommendation drive change logic? - CORRECT ANSWER -No
this is for informational use only and no logic is driven from it as well as no
logic sets this value either.
Does CAB Required drive change logic? - CORRECT ANSWER -No it does
not. Instead the determination if CAB is required is based on conditions set for
each CAB definition.
Does VIP factor into determining the priority? - CORRECT ANSWER -No
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QUESTIONS
AND ANSWERS.pdf2026/10/23Page
AND ANSWERS.pdf2026/10/23Page
AND ANSWERS.pdf2026/10/23Page
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AND ANSWERS.pdf2026/10/23Page
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AND ANSWERS.pdf2026/10/23Page
1 of 381 of 381 of
MACS 609 CERTIFICATION EXAM | QUESTIONS AND ANSWERS | VERIFIED
AND WELL DETAILED ANSWERS | LATEST EXAM
sw - CORRECT ANSWER --Configuration, Asset
A container split is required between container start/end to create columns - T/F
- CORRECT ANSWER -False - If the layout is specified on the container start
then no container split is required.
A container split is required between container start/end to create columns. T/F -
CORRECT ANSWER -False - You can use layout
A customer has a requirement to allow staff to copy existing Changes. However,
they want to add the Work Notes List field to the fields included in the copy
operation. Which approach is recommended to satisfy this requirement? -
CORRECT ANSWER -Validate that the 'Enable Copy Change feature'
property is set to true and add the field to the 'List of attributes (comma-
separated) that will be copied from the originating change' property
A group record has what relationships in terms of foundation data? -
CORRECT ANSWER -Group:
-Can have zero to many members
-Can have zero to many roles
A parent Incident is updated to reflect a new Assignment Group, Work Notes,
and related Problem. Corresponding field updates to child Incidents include . -
CORRECT ANSWER -Work Notes
A record is added to the table each time a Knowledge article is viewed. The
record includes fields to identify the user who viewed the article and whether
the article was attached to a Task. - CORRECT ANSWER -Knowledge Use
[kb_use]
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QUESTIONS
AND ANSWERS.pdf2026/10/23Page
AND ANSWERS.pdf2026/10/23Page
AND ANSWERS.pdf2026/10/23Page
1 of 381 of 381 of
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QUESTIONS
QUESTIONS
AND ANSWERS.pdf2026/10/23Page
AND ANSWERS.pdf2026/10/23Page
AND ANSWERS.pdf2026/10/23Page
2 of 382 of 382 of
A user record has what relationships in terms of foundation data? - CORRECT
ANSWER -User:
-Can have zero to many user roles
-Can be a member of zero to many groups
-Is associated to one location
-Is associated to one department
-Is associated to one company
Are CAB related fields shown on the standard change form? - CORRECT
ANSWER -No they are hidden by a UI Policy on standard changes.
Are catalog items restricted to one catalog only? - CORRECT ANSWER -No,
catalog items can be associated to multiple catalogs and categories
Best practice (Use code or not use code)? - CORRECT ANSWER -If there is a
system configuration that will allow you to achieve the same result without
using code always go the 'no-code' way.
As an example use Catalog Data Lookup instead of a catalog client script where
possible
By default variable editors exist for what modules? - CORRECT ANSWER -
Incident, problem and change.
To create additional ones go to System UI>Formatters
Can catalog UI Policies be included in Variable Sets? - CORRECT ANSWER
-Yes
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AND ANSWERS.pdf2026/10/23Page
AND ANSWERS.pdf2026/10/23Page
AND ANSWERS.pdf2026/10/23Page
2 of 382 of 382 of
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AND ANSWERS.pdf2026/10/23Page
AND ANSWERS.pdf2026/10/23Page
AND ANSWERS.pdf2026/10/23Page
3 of 383 of 383 of
Can catalog UI Policies be used on Variables? - CORRECT ANSWER -Yes as
of Jakarta release these policies work on variables included on item forms as
well as variables displayed through a variable editor on a record generated by
the item.
Can g_scratchpad be used in Catalog Items? - CORRECT ANSWER -No
Can Service Portal integrate with many or one knowledge bases? - CORRECT
ANSWER -One
Can SNC script includes be changed/configured? - CORRECT ANSWER -No
SNC script includes are not to be updated and are read only
Categorization driven from by Configuration Item is usually suited more for
customers with what? - CORRECT ANSWER -Customers with a robust and
mature CMDB
CMDB aids ITSM processes by? - CORRECT ANSWER --Providing the
capability to associate CI's to incident, problem or change records
-Identifying the respective support and approval groups
-Identifying the business critical of affected CI's to aid in prioritization and
escalation
-Identifying potential upstream or downstream impacts.
Creating CI's in the CMDB can be done in what ways? - CORRECT
ANSWER --Manual creation via the Configuration Management application
modules
-Creation via Service Catalog fulfillment processes
-Import from external source
-Integration with 3rd party systems
-Automated discovery tool(s)
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QUESTIONS
AND ANSWERS.pdf2026/10/23Page
AND ANSWERS.pdf2026/10/23Page
AND ANSWERS.pdf2026/10/23Page
3 of 383 of 383 of
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AND ANSWERS.pdf2026/10/23Page
AND ANSWERS.pdf2026/10/23Page
AND ANSWERS.pdf2026/10/23Page
4 of 384 of 384 of
Do (TC) Technical consultants attend requirements workshops? - CORRECT
ANSWER -Yes typically at least one TC does and they demonstrate the 'as-is'
functionality within each ITSM application, encourages alignment with best
practices and discourages over- engineering.
Do all baseline notifications have a message body and/or template defined? -
CORRECT ANSWER -No, many baseline notifications do not have a message
body or template defined. Many of them only have a subject defined.
Do change approvers need a ServiceNow license if approving only through
email? - CORRECT ANSWER -Yes all change approvers need a SN license
even if they are approving only through email.
Do SLA work flows use percentages or actual time? - CORRECT ANSWER -
Percentages are used to time breach warning and breach notice emails rather
than actual time. This allows a single, generic SLA work flow to work in most
instances.
Does [kb_knowledge] the article table extend from task? - CORRECT
ANSWER -No it does not extend from task.
Does CAB recommendation drive change logic? - CORRECT ANSWER -No
this is for informational use only and no logic is driven from it as well as no
logic sets this value either.
Does CAB Required drive change logic? - CORRECT ANSWER -No it does
not. Instead the determination if CAB is required is based on conditions set for
each CAB definition.
Does VIP factor into determining the priority? - CORRECT ANSWER -No
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EXAM
QUESTIONS
QUESTIONS
AND ANSWERS.pdf2026/10/23Page
AND ANSWERS.pdf2026/10/23Page
AND ANSWERS.pdf2026/10/23Page
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