ServiceNow CIS-ITSM 2025
What is the ITIL term that refers to the cause of one or more Incidents that is typically
unknown at the time of detection? - answer Problem is the ITIL term refers to the cause
of one or more incidents unknown at the time of detection.
True or False:
Once an Incident is placed in a Resolved State, the Caller may no longer re-open the
Incident. - answer False:
ESS users have a Reopen Incident button on resolved Incidents.
What is used to group & standardize Common recurring Catalog Variables? - answer
Variable Sets
Which platform feature is used to track field value duration, such as the length of time
an Incident time spent in each State or the length of time an Incident was assigned to
each group? - answer Metric
What module primarily focused on the details needed to manage and operate hardware
and software. - answer Configuration Management focused on the details needed to
manage and operate hardware and software.
_______________ is primarily focused on the financial aspects of hardware and
software. - answerAsset Management focuses on the financial aspects of hardware and
software.
True or False:
In the baseline configuration, Service Level Agreements use percentages of SLA
Duration to determine when to send Breach Warnings and Breach Notice notifications. -
answerTrue: Service Level Agreement (SLA) uses percentages of SLA duration to
determine when to send breach warning and breach notice notifications.
In which phase of the Incident Management lifecycle do Incidents typically get
escalated? - answerDuring the Investigation and Diagnosis phase, Incidents typically
get escalated.
What are the considerations for determining the need for multiple Service Catalogs? -
answer- Services and types of services
- Audience
- Administration Delegation
What is the Risk Calculator is used for in Change Management? - answerTo determine
the Risk and Impact of the Change based on Risk Conditions
,What is a key benefit of implementing Knowledge Management? - answerDeflecting
Incidents creation so users may help themselves with common issues
What are the activities performed in the Investigation and Diagnosis phase of Problem
Management? - answer- Conduct Root Cause Analysis
- Create Problem Tasks
- Document Root Cause and Workarounds
- Communicate Details about the Known Error (if appropriate).
When a Parent Incident is updated to reflect a new Priority and a new Assignment
Group. Which of the following represents corresponding updates made automatically to
child Incidents? - answerNo automatic updates are made to child Incidents
When a user has the VIP field set to true on their User record in the [sys_user] table; if
that user is selected as the Caller on an Incident, how does their name appear? -
answer- The user's name is shown in red in the Caller field
- A 'VIP' decoration is displayed next to the Caller field
Best Practices for using Service Catalog Categories include __________. -
answerOrganizing the Categories in a way that your audience will understand
What is the name of the view that can be configured to control the fields displayed when
a user hovers over the reference icon next to a reference field? - answersys_popup
When can an end-user with no assigned roles on the platform read an Incident? -
answerWhen the user is:
- The Caller
- The Opened by (Creator)
- On the Watch-list
An Order Guide can include multiple Items. Items have common variables, such as
Shipping Location, and Requester. Which field on the Order Guide, when set to true,
automatically copies the common variable values to corresponding variables on each
included Item? - answerCascade Variables
When referring to the State of an Incident in server-side code (such as in a Script
Include, Business Rule, or UI Action), which method is the preferred way to refer to the
State field value? - answer- Incident.State.CLOSED
- Incident.State.IN_PROGRESS
Which field on a CI record that can be used to expedite Incident routing and resolution?
- answer- Support Group [support_group]
,What are the ways Changes may be related to Incidents? - answer- Incidents may be
caused by Changes.
- Investigation of Incidents may indicate the need for a Change
What actions on the Incident table require the itil_admin role? - answer- Delete Incident
(Maybe Close Incident, but you can close if it's 'your' incident, even if you aren't an
itil_admin.)
When does the Actual Start date field on a Change Request form is populated? -
answer- When the State changes to Implement.
When does the Actual end date field on a Change Request form is populated? -
answer- When the State changes to Review
In the baseline platform configuration, which of these are required when closing a
Normal Change? Select all that apply. - answer- Close Code (Successful, Unsuccessful,
Successful With Issues)
- Close Notes
Which key performance indicators can be influenced by effective Problem
Management? - answer- % of high priority Problems
- Average time to close a Problem
What does the ITL term Problem refers to? - answerThe ITIL term Problem refers to the
cause of one or more Incidents that are typically unknown at the time of detection.
True or False:
In the baseline configuration, ONLY Emergency Changes require a Post-
Implementation Review (PIR). - answer- False
There are no functionality or fields in the baseline config.
What are the Change Management lifecycle steps, in order? - answer1- Creation &
Scoping
2- Approval
3- Implementation
4- Closure
When the Change Management - Risk Assessment plugin is enabled, how is the Risk of
a Change Request set? - answerRisk will be set to the highest Risk value evaluated by
the Risk Calculator and Risk Assessment
On the Change Record form, what does the Process Flow Formatter is used for? -
answer- To visually depict the Change Workflow
, Which of the following features are available through the Change Management - CAB
Workbench application? Select all that apply. - answer- Invite delegates to CAB
meetings to discuss specific Changes,
- Determine CAB agenda with a specified amount of time allocated to each Change
??
True or False:
Change Management uses the workflow engine by default to facilitate approvals and
processing for each type of Change, including Emergency, Normal, and Standard. -
answer- True
True or False:
In the baseline platform configuration, when a Knowledge Article is flagged by a user as
being incomplete or incorrect, a notification is sent to the Knowledge Base Owner. -
answer- False
Knowledge Ratings are stored in which table? - answerKnowledge Feedback
[kb_feedback]
In a Service Catalog, Content Items can include (be linked to): - answer- Link to a
Knowledge Base Article
- Link to Catalog Content
- Link for a Module
- External Content
Does NOT include cross-references to Catalog Content.
What triggers the re-open count field value on an incident to be incremented? - answer-
The state changes from Resolved to Open
When does a State of On Hold pause an SLA? - answerDepends upon the SLA
conditions
(Often when:
- Awaiting Vendor
- Awaiting Caller )
What is the Incident management Lifecycle? - answer1. Creation & Classification
2. Investigation & Diagnosis
3. Resolution & Closure
(Approval and Fulfillment are not part of that)
(I confirmed this. It's classification not categorization...)
What's the intended use of Additional Comments in notifications? - answerAdditional
Comments - is intended to be used to communicate with end-users
What is the ITIL term that refers to the cause of one or more Incidents that is typically
unknown at the time of detection? - answer Problem is the ITIL term refers to the cause
of one or more incidents unknown at the time of detection.
True or False:
Once an Incident is placed in a Resolved State, the Caller may no longer re-open the
Incident. - answer False:
ESS users have a Reopen Incident button on resolved Incidents.
What is used to group & standardize Common recurring Catalog Variables? - answer
Variable Sets
Which platform feature is used to track field value duration, such as the length of time
an Incident time spent in each State or the length of time an Incident was assigned to
each group? - answer Metric
What module primarily focused on the details needed to manage and operate hardware
and software. - answer Configuration Management focused on the details needed to
manage and operate hardware and software.
_______________ is primarily focused on the financial aspects of hardware and
software. - answerAsset Management focuses on the financial aspects of hardware and
software.
True or False:
In the baseline configuration, Service Level Agreements use percentages of SLA
Duration to determine when to send Breach Warnings and Breach Notice notifications. -
answerTrue: Service Level Agreement (SLA) uses percentages of SLA duration to
determine when to send breach warning and breach notice notifications.
In which phase of the Incident Management lifecycle do Incidents typically get
escalated? - answerDuring the Investigation and Diagnosis phase, Incidents typically
get escalated.
What are the considerations for determining the need for multiple Service Catalogs? -
answer- Services and types of services
- Audience
- Administration Delegation
What is the Risk Calculator is used for in Change Management? - answerTo determine
the Risk and Impact of the Change based on Risk Conditions
,What is a key benefit of implementing Knowledge Management? - answerDeflecting
Incidents creation so users may help themselves with common issues
What are the activities performed in the Investigation and Diagnosis phase of Problem
Management? - answer- Conduct Root Cause Analysis
- Create Problem Tasks
- Document Root Cause and Workarounds
- Communicate Details about the Known Error (if appropriate).
When a Parent Incident is updated to reflect a new Priority and a new Assignment
Group. Which of the following represents corresponding updates made automatically to
child Incidents? - answerNo automatic updates are made to child Incidents
When a user has the VIP field set to true on their User record in the [sys_user] table; if
that user is selected as the Caller on an Incident, how does their name appear? -
answer- The user's name is shown in red in the Caller field
- A 'VIP' decoration is displayed next to the Caller field
Best Practices for using Service Catalog Categories include __________. -
answerOrganizing the Categories in a way that your audience will understand
What is the name of the view that can be configured to control the fields displayed when
a user hovers over the reference icon next to a reference field? - answersys_popup
When can an end-user with no assigned roles on the platform read an Incident? -
answerWhen the user is:
- The Caller
- The Opened by (Creator)
- On the Watch-list
An Order Guide can include multiple Items. Items have common variables, such as
Shipping Location, and Requester. Which field on the Order Guide, when set to true,
automatically copies the common variable values to corresponding variables on each
included Item? - answerCascade Variables
When referring to the State of an Incident in server-side code (such as in a Script
Include, Business Rule, or UI Action), which method is the preferred way to refer to the
State field value? - answer- Incident.State.CLOSED
- Incident.State.IN_PROGRESS
Which field on a CI record that can be used to expedite Incident routing and resolution?
- answer- Support Group [support_group]
,What are the ways Changes may be related to Incidents? - answer- Incidents may be
caused by Changes.
- Investigation of Incidents may indicate the need for a Change
What actions on the Incident table require the itil_admin role? - answer- Delete Incident
(Maybe Close Incident, but you can close if it's 'your' incident, even if you aren't an
itil_admin.)
When does the Actual Start date field on a Change Request form is populated? -
answer- When the State changes to Implement.
When does the Actual end date field on a Change Request form is populated? -
answer- When the State changes to Review
In the baseline platform configuration, which of these are required when closing a
Normal Change? Select all that apply. - answer- Close Code (Successful, Unsuccessful,
Successful With Issues)
- Close Notes
Which key performance indicators can be influenced by effective Problem
Management? - answer- % of high priority Problems
- Average time to close a Problem
What does the ITL term Problem refers to? - answerThe ITIL term Problem refers to the
cause of one or more Incidents that are typically unknown at the time of detection.
True or False:
In the baseline configuration, ONLY Emergency Changes require a Post-
Implementation Review (PIR). - answer- False
There are no functionality or fields in the baseline config.
What are the Change Management lifecycle steps, in order? - answer1- Creation &
Scoping
2- Approval
3- Implementation
4- Closure
When the Change Management - Risk Assessment plugin is enabled, how is the Risk of
a Change Request set? - answerRisk will be set to the highest Risk value evaluated by
the Risk Calculator and Risk Assessment
On the Change Record form, what does the Process Flow Formatter is used for? -
answer- To visually depict the Change Workflow
, Which of the following features are available through the Change Management - CAB
Workbench application? Select all that apply. - answer- Invite delegates to CAB
meetings to discuss specific Changes,
- Determine CAB agenda with a specified amount of time allocated to each Change
??
True or False:
Change Management uses the workflow engine by default to facilitate approvals and
processing for each type of Change, including Emergency, Normal, and Standard. -
answer- True
True or False:
In the baseline platform configuration, when a Knowledge Article is flagged by a user as
being incomplete or incorrect, a notification is sent to the Knowledge Base Owner. -
answer- False
Knowledge Ratings are stored in which table? - answerKnowledge Feedback
[kb_feedback]
In a Service Catalog, Content Items can include (be linked to): - answer- Link to a
Knowledge Base Article
- Link to Catalog Content
- Link for a Module
- External Content
Does NOT include cross-references to Catalog Content.
What triggers the re-open count field value on an incident to be incremented? - answer-
The state changes from Resolved to Open
When does a State of On Hold pause an SLA? - answerDepends upon the SLA
conditions
(Often when:
- Awaiting Vendor
- Awaiting Caller )
What is the Incident management Lifecycle? - answer1. Creation & Classification
2. Investigation & Diagnosis
3. Resolution & Closure
(Approval and Fulfillment are not part of that)
(I confirmed this. It's classification not categorization...)
What's the intended use of Additional Comments in notifications? - answerAdditional
Comments - is intended to be used to communicate with end-users
