Free CIS-ITSM sample questions

Correct answer: Flow Designer with a trigger on Incident update, using a 'Look Up On-Call Rota' action and a 'Send SMS' action.

Flow Designer is the best tool for this scenario as it provides native, low-code actions for complex processes like looking up on-call schedules and sending notifications via various channels (like SMS through Notify). It can handle the entire sequence, including adding to the watch list, without requiring extensive custom scripting. A Business Rule with a Script Include could work but is a less modern, code-heavy approach. A Workflow is typically for record lifecycles, not discrete updates. A UI Action requires manual intervention.

Correct answer: Add a new 'Approval - User' activity to the change model's workflow or flow, and use a script to populate the VP's user record based on a lookup from the CI's business criticality.

The correct way to handle dynamic, data-driven approvals is within the process engine (Workflow or Flow Designer) that governs the change model. By adding an 'Approval - User' activity and scripting its input, the approval is formally requested, tracked, and logged. This is scalable because it's part of the defined process. A business rule could send a notification but wouldn't create a formal, auditable approval record. Relying on the VP to filter their approvals is not a reliable or automated process. An assignment rule is for assigning tasks, not approvals.

Correct answer: An Order Guide that bundles the four existing catalog items into a single, cohesive request.

An Order Guide is specifically designed for bundling multiple, existing catalog items into a single request process. It allows the user to answer a set of initial questions, and based on the rules, it adds the relevant items (in this case, all four) to their cart. This approach reuses the existing items and their fulfillment processes without modification, making it the most efficient and maintainable solution.

Correct answer: Document the workaround, create a Known Error record, and link the Problem to the Change request for the permanent fix.

The standard ITIL and ServiceNow process is to document the workaround and create a Known Error record once the root cause and a temporary solution are identified. This makes the information available for future incidents. The Problem record should then be linked to the Change request that will implement the permanent fix, and it can be moved to a 'Known Error' state or a similar state until the change is complete.

Correct answers: A Publishing Workflow defined on the parent Knowledge Base.; A separate Knowledge Base for 'Company Policies' with no Publishing Workflow attached.

A publishing workflow is attached to a knowledge base to control the lifecycle of an article from draft to published, including approval steps.

To exempt the 'Company Policies' articles, they should be in a separate knowledge base where the publishing workflow is either not defined or is a simple, auto-publishing workflow. Workflows are defined per-Knowledge Base.

Correct answer: Virtualized by :: Virtualizes

The 'Virtualized by :: Virtualizes' relationship is the specific, correct relationship type for representing virtualization. The ESX Server (hypervisor) 'Virtualizes' virtual machines, and in this context of the hypervisor itself, it is 'Virtualized by' the underlying physical hardware. While 'Hosted on' might seem plausible, 'Virtualized by' is the more precise and standard relationship for this scenario.

Correct answer: False

This is false. The entire premise of a Standard Change is that it is a pre-approved, low-risk change based on a defined and vetted template. The Standard Change Catalog is populated exclusively from approved Standard Change Templates. A user cannot create an ad-hoc standard change; they must select one from the catalog, which is generated from these templates.

Correct answer: Create a new Assignment Rule for the Incident table with the specified conditions and an order number lower than the generic rules.

Assignment rules are the designated mechanism for this requirement. They allow defining conditions (Category and Subcategory) and an action (set Assignment group). To ensure it takes precedence, it should be given a lower 'Order' number, as ServiceNow processes rules with lower order numbers first.

Correct answer: Predictive Intelligence (Affinity Groups) configured for incident clustering.

Predictive Intelligence for ITSM has a specific capability for incident clustering and creating problem candidates from these clusters. It uses machine learning to identify patterns in incoming incidents (like a common CI) and can be configured to automatically propose a problem when a certain threshold of similar incidents is reached. This is the most advanced and appropriate solution compared to a custom scheduled job, which would be less efficient and harder to maintain.

Correct answer: Reference

A 'Reference' variable is the correct type for creating a field that looks up records from another table. It provides the familiar magnifying glass icon, supports type-ahead search, and stores the sys_id of the selected record, ensuring data integrity. A Select Box or Lookup Select Box requires manually defining choices or a less robust lookup configuration.