Free CIS-ITSM sample questions

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.

Correct answer: A Major Incident Trigger Rule with a 'Create Communication Task' action.

The Major Incident Management application provides 'Major Incident Trigger Rules'. These rules are specifically designed to automate actions when an incident is promoted. A trigger rule can be configured to fire when the state changes and can include actions like creating communication tasks, technical tasks, or sending notifications. This is the intended, out-of-the-box method for such a requirement, preferable to a custom business rule.

Correct answer: A recurring Blackout Schedule applied to all CIs.

Blackout Schedules are designed specifically to define periods when changes should not occur. A recurring blackout schedule can be created for the end of each quarter. When a change is scheduled that conflicts with this window, the system will flag a conflict, preventing the change from being scheduled during the freeze. Maintenance Windows are for periods when changes are *permitted*, and a business rule would be a less flexible, custom solution.