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ServiceNow CIS-ITSM Exam Prep
Certified Implementation Specialist - IT Service Management (Page 2 )

Updated On: 30-Aug-2026
Page 2 of 32
PDF with 248 Questions

Given the class structure shown below, which types of CIs will be included in a report run against the cmdb_ci_computer table?

  1. Just CIs defined directly in cmdb_ci_computer
  2. CIs defined directly in cmdb_ci_computer and all parent classes
  3. CIs defined directly in cmdb_ci_computer and all child classes

Answer(s): C

Explanation:

CIs defined directly in cmd b_ ci_ computer and all child classes.



Which field from the configuration item will automatically populate in the Assignment group field of an incident record?

  1. Managed by
  2. Support group
  3. Approval group
  4. Change group

Answer(s): B

Explanation:

The correct answer is B. Support group . This is because ServiceNow is designed to automatically populate the Assignment group field on an Incident record based on the Support group specified for the Configuration
Item (CI) affected by the incident. This automation aims to route incidents to the team best equipped to resolve issues related to that specific CI.
The Support group field on the CI record essentially designates the team responsible for maintaining and supporting that infrastructure component or service.
When an incident is created referencing a particular CI, the system looks up the Support group defined for that CI and automatically populates the Assignment group field on the incident record. This streamlined assignment process minimizes manual intervention and ensures that incidents are quickly routed to the correct team, leading to faster resolution times.
Options A, C, and D ( Managed by , Approval group , and Change group ) are not directly related to the automated incident assignment process based on CI support responsibility.
While these fields might be present on a CI record and are relevant in other workflows (such as change management or governance), they do not drive the default population of the Assignment group on an incident. The Managed by field typically refers to the business owner of the CI, while Approval group is used in approval workflows, and Change group is used in change management processes.
The Support group field is specifically created to designate the technical team responsible for support,
directly linking the CI to the appropriate resolution team when an incident occurs. This facilitates efficient incident management and contributes to overall IT service quality.
For further research, refer to ServiceNow's official documentation on Configuration Management Database (CMDB) and Incident Management. Look into the relationships between CIs and assignment groups within the ServiceNow ecosystem.
ServiceNow Documentation (Search for "CMDB," "Incident Management," "CI Relationships," and "Assignment Rules")



Which of the following are defined for a given change model? (Choose three.)

  1. Phase transitions
  2. State model
  3. State transition conditions
  4. Phase model
  5. State transitions

Answer(s): B,C,E

Explanation:

The correct answer of B. State model, C. State transition conditions, and E. State transitions aligns perfectly with the definition and functionality of change models within ServiceNow's ITSM module.
A change model serves as a reusable template, standardizing the change management process for specific types of changes. A state model (B) is fundamental as it defines the lifecycle of a change, encompassing various stages such as "New," "Assess," "Authorize," "Implement," "Review," and "Closed." This state model provides a clear and structured progression for each change request.
State transitions (E) outline the permissible movements between these states. For instance, a change request might transition from "Assess" to "Authorize" only after a thorough risk assessment. Each transition is governed by state transition conditions (C). These conditions act as gatekeepers, dictating the criteria that must be met before a change can move to the next stage. Examples of conditions include approvals being obtained, required fields being populated, or specific tasks being completed.
Therefore, change models meticulously define the state lifecycle, the allowable transitions between states, and the conditions that must be satisfied for each transition to occur. These features ensure consistency, predictability, and control within the change management process.
Options A and D are incorrect because while phases might be associated with changes, phase models and phase transitions aren't directly defined within a change model itself. The primary focus of a change model is its state-driven lifecycle. A phase model is more related to project management. Phase transitions describe the movement between phases within a project.
Further Research:
ServiceNow Documentation on Change Management: https://docs.servicenow.com/ (Search for "Change Management" and "Change Models") ITIL 4 Foundation Handbook: Provides context on change enablement and models.



When is a change task for Post Implementation Review created for an unauthorized change?

  1. When the change request moves to Close
  2. When a change manager accepts the change
  3. When the change request moves to a state of Review
  4. When the change request moves to a state of Assess

Answer(s): C

Explanation:

The correct answer is C: When the change request moves to a state of Review. Here's why:
In ServiceNow's IT Service Management (ITSM) module, unauthorized changes represent deviations from established processes. A Post Implementation Review (PIR) is crucial to understand why the change was unauthorized and to prevent future occurrences. The PIR analyzes the effectiveness, risks, and lessons learned from the implementation, helping improve change management processes.
The PIR process often begins once the initial implementation phase has passed. Because the change was unauthorized, it is imperative to begin analysis of the situation quickly, which is ideally facilitated when the change moves to a state of "Review." The "Review" state signifies that the initial implementation is complete and ready for scrutiny.
Creating a PIR task when the change is in the "Review" state allows for a timely investigation into the unauthorized change. It provides an opportunity to capture relevant data and insights while the details of the change are still fresh.
Option A is incorrect because waiting until closure might delay the review process, potentially hindering the ability to gather complete information.
Option B is incorrect because Change Manager acceptance is not relevant for unauthorized changes as they bypass the normal approval flow.
Option D is incorrect because the "Assess" state is too early in the change process. The change needs to be implemented, even if unauthorized, before a meaningful review can occur. It would be illogical to review before any actions occur.
Therefore, creating a PIR task when the change moves to the "Review" state is the most appropriate time to initiate the investigation of an unauthorized change.
While the ServiceNow documentation doesn't specifically detail the PIR task creation trigger for unauthorized changes, it emphasizes the importance of PIRs in the overall change management lifecycle and their role in continuous improvement. You can find details about change management workflows, states, and Post-Implementation Reviews in the official ServiceNow documentation.
https://docs.servicenow.com/bundle/vancouver-it-service-management/page/product/change-management/concept/change-management-process.html



Which should be used to explore the entire hierarchy and table definitions of the Configuration Management Database Classes?

  1. Reports
  2. CI Class Manager
  3. Application Menus
  4. Dependency View

Answer(s): B

Explanation:

The correct answer is B, the CI Class Manager. Here's why:
The CI Class Manager is a dedicated ServiceNow application specifically designed for exploring and managing the Configuration Management Database (CMDB) classes. It provides a visual interface to navigate the entire hierarchy of CMDB classes, revealing their parent-child relationships. Through the CI Class Manager, you can view the definitions of each class, including the attributes (fields) they contain, and their relationships with other classes. This allows administrators and developers to understand the CMDB structure comprehensively.
Option A, Reports, is incorrect because while reports can display data from the CMDB, they don't offer a direct way to explore the underlying table definitions and hierarchical relationships.
Option C, Application Menus, is incorrect because application menus are simply navigation tools and do not provide insights into CMDB class structures.
Option D, Dependency View, focuses on visualizing relationships between CIs, not on exploring the class definitions and hierarchy itself.
While useful for understanding dependencies, it doesn't provide the same level of detail about the classes as the CI Class Manager.
In essence, the CI Class Manager is the tool built specifically to allow users to navigate the CMDB, see the definitions of all the various classes that are available and their hierarchies.
Authoritative link:
ServiceNow Documentation: https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/product/configuration-management/concept/cmdb-class-manager.html



Which of the following cannot be defined or set through a Catalog UI Policy?

  1. Setting a variable to mandatory
  2. Apply a requirement to all form views
  3. Setting a catalog category to visible
  4. Setting a variable to read-only

Answer(s): B

Explanation:

The correct answer is B. Apply a requirement to all form views . Here's a detailed justification:
Catalog UI Policies are designed to dynamically control the behavior and appearance of items within the Service Catalog based on conditions. They operate on catalog items and variables within the catalog request. They allow you to make variables visible, mandatory, or read-only based on user input or other criteria on the catalog item form itself. Options A (Setting a variable to mandatory), C (Setting a catalog category to visible), and D (Setting a variable to read-only) are all functionalities directly supported by Catalog UI Policies. You can configure these policies to change the visibility, mandatory status, or read-only status of catalog variables based on specified conditions.
However, Catalog UI Policies are specifically designed for the Service Catalog and apply to the catalog item form presented to users before submitting a request. They don't directly control the behavior of the resulting request form or task forms, nor do they influence all form views across the entire platform. Attempting to apply a requirement to all form views would require scripting or UI Policies on the task or request tables themselves, not a catalog UI Policy. Furthermore, Catalog UI Policies are context-specific and operate within the context of the Service Catalog item. They do not have the scope to affect all form views globally. The form view configuration is typically managed at the table level or through global UI policies.
Therefore, while UI Policies at the table level (e.g., incident, change request) can affect form views, Catalog UI Policies are restricted to the catalog item form displayed during the request submission process.
Relevant documentation:
ServiceNow Docs: Catalog UI Policies ServiceNow Docs: UI Policies (Distinguishes between UI Policies and Catalog UI Policies).



Which type of catalog item should be used to create an incident record from the portal?

  1. Incident Template
  2. Request Item
  3. Order Guide
  4. Record Producer

Answer(s): D

Explanation:

The correct answer is D, Record Producer. Here's a detailed justification:
Record Producers are specifically designed to create task-based records, such as Incidents, Problems, or Changes, directly from the service portal or catalog. They provide a user-friendly interface for submitting information required to generate these records. Unlike other catalog item types, record producers directly create the target record (e.g., Incident).
Incident Templates (A) are used to pre-populate fields within an existing incident record.
While helpful, they don't initiate the incident creation process themselves from the portal. A user still needs to trigger the creation of the incident first, often manually.
Request Items (B) are used to fulfill requests for tangible goods or services. The primary goal is the delivery of an item or a service via a workflow, not the creation of an incident record for reporting an issue. Request Items do not create incidents directly. They may trigger incident creation as part of their fulfillment workflow, but they aren’t designed for a user to directly generate an incident from the portal.
Order Guides (C) bundle multiple catalog items (including request items and potentially record producers) together into a single request.
While an order guide could include a record producer for creating an incident, the order guide itself isn't the primary mechanism for creating incidents; it's the included record producer. The order guide's primary function is to guide users through a series of related requests.
Record producers, on the other hand, provide a streamlined and direct way for users to report incidents from the portal. They present a simple form where users can input relevant information. Upon submission, the record producer uses this information to automatically create a new incident record, routing it to the appropriate assignment groups and setting the initial state based on pre-configured values. They allow for scripting and advanced configurations tailored for incident creation. This makes them the ideal mechanism when the goal is to create an incident from the service portal.
In summary, Record Producers directly facilitate the creation of incident records from the service portal, providing a tailored user interface and automated record generation capabilities.For further research, consult the official ServiceNow documentation:
Record Producers: https://docs.servicenow.com/en-US/bundle/sandiego-it-service-management/page/service-catalog/concept/c_RecordProducers.html



Which incident management roles are activated by installing the ITSM Roles plugin (com.snc.itsm.roles)? (Choose two.)

  1. sn_incident_read
  2. itsm_incident_read
  3. incident_manager
  4. sn_incident_write
  5. itsm_incident_write

Answer(s): A,D

Explanation:

The ITSM Roles plugin (com.snc.itsm.roles) in ServiceNow activates several roles that control access and permissions related to IT Service Management functionalities. Specifically, regarding incident management, the plugin activates the sn_incident_read and sn_incident_write roles.
The sn_incident_read role grants users the ability to read and view incident records. This role is crucial for individuals who need to monitor incident progress, analyze trends, or investigate past incidents but don't require the ability to modify incident data.
The sn_incident_write role allows users to create, update, and resolve incident records. This role is essential for incident analysts, support staff, and others directly involved in the incident management process. Users with this role can document symptoms, assign incidents to appropriate groups, track progress, and ultimately resolve the issue.
The itsm_incident_read and itsm_incident_write roles are not activated directly by installing the com.snc.itsm.roles plugin; rather, the sn_incident_* roles are the ones tied to the plugin activation within the specific ServiceNow core incident management scope. It is important to differentiate between these roles as they have distinct origins and behaviours within the ServiceNow platform. The incident_manager role exists outside of the plugin activation in the base system as a role to delegate management of the entire incident process.
Therefore, the correct answer is A (sn_incident_read) and D (sn_incident_write) as these are the incident management roles activated by the ITSM Roles plugin (com.snc.itsm.roles). Other roles may be available for Incident Management. However, ITSM Roles plugins does not directly activate them.
ServiceNow Docs - ITSM Roles PluginServiceNow Docs - Base System Roles



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