ServiceNow CIS ITSM Exam
What Service Portfolio Management Phase contains the services that are not yet
operational or available for use and are typically proposed or in review? - answer
Service Pipeline
What Service Portfolio Management Phase contains the services that are operational
and available for use, as well as in design and development? - answer Service Catalog
What Service Portfolio Management Phase contains the services that are no longer
operational or available for use? - answerRetired Services
What table are non-technical configuration items stored? - answer Base Configuration
Items [cmbd]
What table are all technical configuration items stored? - answer Configuration Items
[cmdb_ci]
What should you use to explore the hierarchy and table definitions at each level? -
answerCI Class Manager
True or False: CMDB classes inherit attributes from parent classes, but may also define
new attributes a their own level? - answerTrue
What table stores CI Relationship data? - answerCI Relationship [cmdb_rel_ci]
What role has the ability to delete a configuration item? - answeritil
What is a dynamic grouping of configuration items based on some common criteria? -
answerDynamic CI Groups
What is the maximum number of groups in a dynamic group, by default? -
answer10,000
What happens when a dynamic CI group is added to an ITSM application record? -
answerAll CIs related to that group are populated in the affected CIs related list for that
record.
What happens when a dynamic CI group is removed from an ITSM application record? -
answerAll CIs related to that group are removed from the affected CIs related list for
that record.
,What provides guidance on data modeling and management for the CMDB and also
provides a standard set of terms and definitions? - answerCSDM
What CSDM Domain includes CMDB groups, Product Models, Contracts and common
data? - answerFoundation
What CSDM Domain includes SDLC data for non-operational digital products? -
answerBuild
What CSDM Domain includes Business Applications, Business Capabilities and
Information Objects? - answerDesign
What CSDM Domain includes Technical Services, Technical Service Offerings and
Application Services? - answerManage Technical Services
What CSDM Domain includes Business Service Portfolios, Business Services and
Business Service Offerings? - answerSell and Consume
True or False: A service must have its parent leaf taxonomy node within a portfolio
defined before it can be place in the Catalog phase? - answerTrue
How many defined offerings must a service have before it can be placed in the Catalog
phase? - answerAt least one
True or False: Offerings may not have a different Phase:Status value than their parent
services? - answerFalse
What are the five statuses of the Service Pipeline Phase? - answerRequirements
Definition
Analysis
Approved
Chartered
What are the five statuses of the Service Catalog Phase? - answerDesign
Development
Build/Test/Release
Operational
Retiring
What are the two statuses of the Retired Service Phase? - answerRetired
Obsolete
What can be related to Service Request Items to gain visibility into request numbers
and to track request trends? - answerService offerings
, What two applications allow Services offerings to be added and maintained? -
answerChange Management
Release Management
What can be related to Services and service offerings to provide detailed information to
support teams? - answerKnowledge articles
How many portfolio owners are allowed per portfolio? - answerOne
What SPM role can create and manage service portfolios, related layers and nodes? -
answerportfolio_admin
What SPM role can edit and mange portfolios, layers, nodes, services and re-parent
services? - answerportfolio_editor
What SPM role has read-only access to portfolios, layers, nodes, services and service
offerings? - answerportfolio_viewer
What SPM role has read-only access to layers and the ability to edit services they are
owner of? - answerservice_editor
What SPM role has read-only access to services and service offerings? -
answerservice_viewer
What is a means of delivering value to customers by facilitating outcomes that customer
want to achieve without owning the costs and risks? - answerA service
What is contained within a service record and consists of one or more service
commitments that uniquely define the level of service in terms of availability, scope,
pricing and packaging options? - answerAn offering
True of False: A service can only have one service offering? - answerFalse
What SPM structure is a framework for organizing and managing services? -
answerTaxonomy
What is the top level of a service portfolio? - answerTaxonomy layers
How many taxonomy layers are required in a portfolio? - answerAt least one
How many taxonomy layers can a single portfolio have? - answerUnlimited
What are the bottom or last layers within the taxonomy layers called? -
answerTaxonomy leaf nodes
What Service Portfolio Management Phase contains the services that are not yet
operational or available for use and are typically proposed or in review? - answer
Service Pipeline
What Service Portfolio Management Phase contains the services that are operational
and available for use, as well as in design and development? - answer Service Catalog
What Service Portfolio Management Phase contains the services that are no longer
operational or available for use? - answerRetired Services
What table are non-technical configuration items stored? - answer Base Configuration
Items [cmbd]
What table are all technical configuration items stored? - answer Configuration Items
[cmdb_ci]
What should you use to explore the hierarchy and table definitions at each level? -
answerCI Class Manager
True or False: CMDB classes inherit attributes from parent classes, but may also define
new attributes a their own level? - answerTrue
What table stores CI Relationship data? - answerCI Relationship [cmdb_rel_ci]
What role has the ability to delete a configuration item? - answeritil
What is a dynamic grouping of configuration items based on some common criteria? -
answerDynamic CI Groups
What is the maximum number of groups in a dynamic group, by default? -
answer10,000
What happens when a dynamic CI group is added to an ITSM application record? -
answerAll CIs related to that group are populated in the affected CIs related list for that
record.
What happens when a dynamic CI group is removed from an ITSM application record? -
answerAll CIs related to that group are removed from the affected CIs related list for
that record.
,What provides guidance on data modeling and management for the CMDB and also
provides a standard set of terms and definitions? - answerCSDM
What CSDM Domain includes CMDB groups, Product Models, Contracts and common
data? - answerFoundation
What CSDM Domain includes SDLC data for non-operational digital products? -
answerBuild
What CSDM Domain includes Business Applications, Business Capabilities and
Information Objects? - answerDesign
What CSDM Domain includes Technical Services, Technical Service Offerings and
Application Services? - answerManage Technical Services
What CSDM Domain includes Business Service Portfolios, Business Services and
Business Service Offerings? - answerSell and Consume
True or False: A service must have its parent leaf taxonomy node within a portfolio
defined before it can be place in the Catalog phase? - answerTrue
How many defined offerings must a service have before it can be placed in the Catalog
phase? - answerAt least one
True or False: Offerings may not have a different Phase:Status value than their parent
services? - answerFalse
What are the five statuses of the Service Pipeline Phase? - answerRequirements
Definition
Analysis
Approved
Chartered
What are the five statuses of the Service Catalog Phase? - answerDesign
Development
Build/Test/Release
Operational
Retiring
What are the two statuses of the Retired Service Phase? - answerRetired
Obsolete
What can be related to Service Request Items to gain visibility into request numbers
and to track request trends? - answerService offerings
, What two applications allow Services offerings to be added and maintained? -
answerChange Management
Release Management
What can be related to Services and service offerings to provide detailed information to
support teams? - answerKnowledge articles
How many portfolio owners are allowed per portfolio? - answerOne
What SPM role can create and manage service portfolios, related layers and nodes? -
answerportfolio_admin
What SPM role can edit and mange portfolios, layers, nodes, services and re-parent
services? - answerportfolio_editor
What SPM role has read-only access to portfolios, layers, nodes, services and service
offerings? - answerportfolio_viewer
What SPM role has read-only access to layers and the ability to edit services they are
owner of? - answerservice_editor
What SPM role has read-only access to services and service offerings? -
answerservice_viewer
What is a means of delivering value to customers by facilitating outcomes that customer
want to achieve without owning the costs and risks? - answerA service
What is contained within a service record and consists of one or more service
commitments that uniquely define the level of service in terms of availability, scope,
pricing and packaging options? - answerAn offering
True of False: A service can only have one service offering? - answerFalse
What SPM structure is a framework for organizing and managing services? -
answerTaxonomy
What is the top level of a service portfolio? - answerTaxonomy layers
How many taxonomy layers are required in a portfolio? - answerAt least one
How many taxonomy layers can a single portfolio have? - answerUnlimited
What are the bottom or last layers within the taxonomy layers called? -
answerTaxonomy leaf nodes
