1|Page
ServiceNow CIS-ITSM Questions
With 100% Correct Answers
True or False: Once an Incident is placed in a Resolved State, the Caller may no longer
re-open the Incident. - ✔✔False: ESS users have a Reopen Incident button on resolved
Incidents.
Common recurring Catalog Variables can be grouped and standardized using -
✔✔Variable Sets
Which platform feature is used to track field value durations, such as the length of time
an Incident spent in each State or the length of time an Incident was assigned to each
group? - ✔✔Metric
_______________ is primarily focused on the details needed to manage and operate
hardware and software.
_______________ is primary focused on the financial aspects of hardware and software.
- ✔✔Configuration Management
Katelyn Whitman© 2025, All Rights Reserved.
,2|Page
Asset Management
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. - ✔✔True
In which phase of the Incident Management lifecycle do Incidents typically get
escalated? - ✔✔Investigation and Diagnosis
What are the considerations for determining the need for multiple Service Catalogs -
✔✔Services and types of services
Audience
Administration Delegation
In Change Management, the Risk Calculator is used to: - ✔✔Determine the Risk and
Impact of the Change based on Risk Conditions
What is a key benefit of implementing Knowledge Management? - ✔✔Deflecting the
creation of Incidents so users may help themselves with common issues
Problem Management Investigation and Diagnosis activities include __________. -
✔✔Conduct a Root Cause Analysis
Katelyn Whitman© 2025, All Rights Reserved.
,3|Page
Create Problem Tasks
Document Root Cause and Workarounds
Communicate Details about the Known Error (if appropriate).
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? - ✔✔No automatic updates are made to child Incidents
A user has the VIP field set to true on their User [sys_user] record. When that user is
selected as the Caller on an Incident, how does their name appear? - ✔✔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 __________. - ✔✔Organize
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? - ✔✔sys_popup
Katelyn Whitman© 2025, All Rights Reserved.
, 4|Page
In the baseline platform configuration, a end-user with no assigned roles can read an
Incident when they are _________. - ✔✔The Caller
Opened by (Creator)
On the WatchList
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? - ✔✔Cascade 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? - ✔✔Incident.State.CLOSED
Incident.State.IN_PROGRESS
Which field on a Configuration Item record may be used to expedite Incident routing
and resolution? - ✔✔Support Group [support_group]
Which of the following outlines the ways Changes may be related to Incidents? -
✔✔Incidents may be caused by Changes. Investigation of Incidents may indicate the
need of a Change
Katelyn Whitman© 2025, All Rights Reserved.
ServiceNow CIS-ITSM Questions
With 100% Correct Answers
True or False: Once an Incident is placed in a Resolved State, the Caller may no longer
re-open the Incident. - ✔✔False: ESS users have a Reopen Incident button on resolved
Incidents.
Common recurring Catalog Variables can be grouped and standardized using -
✔✔Variable Sets
Which platform feature is used to track field value durations, such as the length of time
an Incident spent in each State or the length of time an Incident was assigned to each
group? - ✔✔Metric
_______________ is primarily focused on the details needed to manage and operate
hardware and software.
_______________ is primary focused on the financial aspects of hardware and software.
- ✔✔Configuration Management
Katelyn Whitman© 2025, All Rights Reserved.
,2|Page
Asset Management
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. - ✔✔True
In which phase of the Incident Management lifecycle do Incidents typically get
escalated? - ✔✔Investigation and Diagnosis
What are the considerations for determining the need for multiple Service Catalogs -
✔✔Services and types of services
Audience
Administration Delegation
In Change Management, the Risk Calculator is used to: - ✔✔Determine the Risk and
Impact of the Change based on Risk Conditions
What is a key benefit of implementing Knowledge Management? - ✔✔Deflecting the
creation of Incidents so users may help themselves with common issues
Problem Management Investigation and Diagnosis activities include __________. -
✔✔Conduct a Root Cause Analysis
Katelyn Whitman© 2025, All Rights Reserved.
,3|Page
Create Problem Tasks
Document Root Cause and Workarounds
Communicate Details about the Known Error (if appropriate).
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? - ✔✔No automatic updates are made to child Incidents
A user has the VIP field set to true on their User [sys_user] record. When that user is
selected as the Caller on an Incident, how does their name appear? - ✔✔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 __________. - ✔✔Organize
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? - ✔✔sys_popup
Katelyn Whitman© 2025, All Rights Reserved.
, 4|Page
In the baseline platform configuration, a end-user with no assigned roles can read an
Incident when they are _________. - ✔✔The Caller
Opened by (Creator)
On the WatchList
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? - ✔✔Cascade 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? - ✔✔Incident.State.CLOSED
Incident.State.IN_PROGRESS
Which field on a Configuration Item record may be used to expedite Incident routing
and resolution? - ✔✔Support Group [support_group]
Which of the following outlines the ways Changes may be related to Incidents? -
✔✔Incidents may be caused by Changes. Investigation of Incidents may indicate the
need of a Change
Katelyn Whitman© 2025, All Rights Reserved.
