ITSM Certified Implementation
Specialist CIS Ultimate Exam
**Question 1.** Which incident lifecycle state indicates that work has started but the incident is not yet
resolved?
A) New
B) In Progress
C) On Hold
D) Resolved
Answer: B
Explanation: The **In Progress** state is used when an analyst has begun work on the incident but a
final resolution has not been achieved.
**Question 2.** In the incident priority matrix, which factor determines the urgency component?
A) Number of affected users
B) Business impact rating
C) Time required to fix the issue
D) SLA breach risk
Answer: B
Explanation: Urgency reflects how quickly a service must be restored, which is driven by the business
impact rating.
**Question 3.** Which table stores the primary record for an incident in ServiceNow?
A) task
B) incident
C) sc_req_item
D) cmdb_ci
Answer: B
Explanation: The **incident** table holds the core fields for incident records, while **task** is a parent
table for many task-type records.
, ITSM Certified Implementation
Specialist CIS Ultimate Exam
**Question 4.** Which role is required to approve a normal change in the Change Advisory Board (CAB)
workbench?
A) itil_admin
B) change_manager
C) incident_manager
D) itil
Answer: B
Explanation: The **change_manager** role grants permission to approve changes within the CAB
workflow.
**Question 5.** What is the primary purpose of a Standard Change model?
A) To expedite high-risk changes
B) To provide a pre-approved, low-risk change path
C) To require extensive testing before implementation
D) To bypass all approvals
Answer: B
Explanation: Standard Changes are pre-approved, low-risk changes that follow a repeatable,
documented process.
**Question 6.** Which of the following is NOT a typical source for creating a new incident?
A) Service Portal
B) Inbound Email
C) Virtual Agent
D) Change Request form
Answer: D
Explanation: Change Requests generate change records, not incident records; incidents are created via
portal, email, virtual agent, or workspace.
**Question 7.** In Major Incident Management, what does the “promotion” step accomplish?
, ITSM Certified Implementation
Specialist CIS Ultimate Exam
A) Moves the incident to a higher priority SLA
B) Converts a normal incident into a major incident
C) Assigns the incident to a different support group
D) Escalates the incident to the CAB
Answer: B
Explanation: Promotion changes the incident status to “Major Incident,” triggering specialized workflows
and communication channels.
**Question 8.** Which SLA type measures the time taken to provide an initial response to an incident?
A) Resolution SLA
B) Resolution Time SLA
C) Response SLA
D) Availability SLA
Answer: C
Explanation: **Response SLA** tracks the elapsed time from incident creation to the first meaningful
response.
**Question 9.** When integrating ITOM alerts with Incident Management, which field is most
commonly used to link an alert to an incident?
A) Configuration Item (CI)
B) Incident Number
C) Alert ID (sys_id)
D) Assignment Group
Answer: C
Explanation: The **Alert ID** (sys_id) is stored on the incident to maintain a direct relationship with the
originating ITOM alert.
**Question 10.** Which user criteria condition would hide a catalog item from users located in
“London”?
, ITSM Certified Implementation
Specialist CIS Ultimate Exam
A) Location is not London
B) Department equals London
C) Role includes London
D) Country equals UK
Answer: A
Explanation: Setting **Location is not London** ensures the item is invisible to users whose location
field equals “London.”
**Question 11.** What is the function of a Record Producer in the Service Catalog?
A) To create a new request item directly
B) To generate a new record in a non-catalog table
C) To display knowledge articles
D) To approve a request automatically
Answer: B
Explanation: Record Producers allow users to create records in any table (e.g., incident) from the Service
Catalog interface.
**Question 12.** Which workflow component is recommended for orchestrating complex request
fulfillment logic in newer ServiceNow implementations?
A) Classic Workflow Editor
B) Flow Designer
C) Script Include
D) UI Action
Answer: B
Explanation: **Flow Designer** provides a low-code, maintainable approach for complex orchestration,
superseding classic workflows.
**Question 13.** In the request lifecycle, what does the RITM (sc_req_item) represent?
A) The overall request record
Specialist CIS Ultimate Exam
**Question 1.** Which incident lifecycle state indicates that work has started but the incident is not yet
resolved?
A) New
B) In Progress
C) On Hold
D) Resolved
Answer: B
Explanation: The **In Progress** state is used when an analyst has begun work on the incident but a
final resolution has not been achieved.
**Question 2.** In the incident priority matrix, which factor determines the urgency component?
A) Number of affected users
B) Business impact rating
C) Time required to fix the issue
D) SLA breach risk
Answer: B
Explanation: Urgency reflects how quickly a service must be restored, which is driven by the business
impact rating.
**Question 3.** Which table stores the primary record for an incident in ServiceNow?
A) task
B) incident
C) sc_req_item
D) cmdb_ci
Answer: B
Explanation: The **incident** table holds the core fields for incident records, while **task** is a parent
table for many task-type records.
, ITSM Certified Implementation
Specialist CIS Ultimate Exam
**Question 4.** Which role is required to approve a normal change in the Change Advisory Board (CAB)
workbench?
A) itil_admin
B) change_manager
C) incident_manager
D) itil
Answer: B
Explanation: The **change_manager** role grants permission to approve changes within the CAB
workflow.
**Question 5.** What is the primary purpose of a Standard Change model?
A) To expedite high-risk changes
B) To provide a pre-approved, low-risk change path
C) To require extensive testing before implementation
D) To bypass all approvals
Answer: B
Explanation: Standard Changes are pre-approved, low-risk changes that follow a repeatable,
documented process.
**Question 6.** Which of the following is NOT a typical source for creating a new incident?
A) Service Portal
B) Inbound Email
C) Virtual Agent
D) Change Request form
Answer: D
Explanation: Change Requests generate change records, not incident records; incidents are created via
portal, email, virtual agent, or workspace.
**Question 7.** In Major Incident Management, what does the “promotion” step accomplish?
, ITSM Certified Implementation
Specialist CIS Ultimate Exam
A) Moves the incident to a higher priority SLA
B) Converts a normal incident into a major incident
C) Assigns the incident to a different support group
D) Escalates the incident to the CAB
Answer: B
Explanation: Promotion changes the incident status to “Major Incident,” triggering specialized workflows
and communication channels.
**Question 8.** Which SLA type measures the time taken to provide an initial response to an incident?
A) Resolution SLA
B) Resolution Time SLA
C) Response SLA
D) Availability SLA
Answer: C
Explanation: **Response SLA** tracks the elapsed time from incident creation to the first meaningful
response.
**Question 9.** When integrating ITOM alerts with Incident Management, which field is most
commonly used to link an alert to an incident?
A) Configuration Item (CI)
B) Incident Number
C) Alert ID (sys_id)
D) Assignment Group
Answer: C
Explanation: The **Alert ID** (sys_id) is stored on the incident to maintain a direct relationship with the
originating ITOM alert.
**Question 10.** Which user criteria condition would hide a catalog item from users located in
“London”?
, ITSM Certified Implementation
Specialist CIS Ultimate Exam
A) Location is not London
B) Department equals London
C) Role includes London
D) Country equals UK
Answer: A
Explanation: Setting **Location is not London** ensures the item is invisible to users whose location
field equals “London.”
**Question 11.** What is the function of a Record Producer in the Service Catalog?
A) To create a new request item directly
B) To generate a new record in a non-catalog table
C) To display knowledge articles
D) To approve a request automatically
Answer: B
Explanation: Record Producers allow users to create records in any table (e.g., incident) from the Service
Catalog interface.
**Question 12.** Which workflow component is recommended for orchestrating complex request
fulfillment logic in newer ServiceNow implementations?
A) Classic Workflow Editor
B) Flow Designer
C) Script Include
D) UI Action
Answer: B
Explanation: **Flow Designer** provides a low-code, maintainable approach for complex orchestration,
superseding classic workflows.
**Question 13.** In the request lifecycle, what does the RITM (sc_req_item) represent?
A) The overall request record
