ServiceNow cis-itsm practice test

IT Service Management

Last exam update: Dec 12 ,2025
Page 1 out of 12. Viewing questions 1-15 out of 172

Question 1

What module do you use to change the setting for the time between incident Resolution and
Closure?

  • A. Resolution Properties
  • B. ITSM Properties
  • C. Incident Properties
  • D. System Settings
  • E. incident Settings
Mark Question:
Answer:

C


User Votes:
A
50%
B
50%
C
50%
D
50%
E
50%
Discussions
vote your answer:
A
B
C
D
E
0 / 1000

Question 2

Incidents are stored what table?

  • A. Incident [incident]
  • B. Incident [sn_task_incident]
  • C. Incident [sn_incident]
  • D. Incident [task_incident]
Mark Question:
Answer:

B


User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
vote your answer:
A
B
C
D
0 / 1000

Question 3

Incidents can be created and managed in the workspace using Ul layouts that are tailored to different
personas, processes. and interfaces Examples include:
• Default
• Major incidents
• Self Service
• Mobile
What are these Ul layouts called in the Now Platform?

  • A. Forms
  • B. Form Designs
  • C. Form Layouts
  • D. Views
  • E. Workspaces
Mark Question:
Answer:

D


User Votes:
A
50%
B
50%
C
50%
D
50%
E
50%
Discussions
vote your answer:
A
B
C
D
E
0 / 1000

Question 4

The Major Incident Management (MIM) application is linked at the Incident management process
but the records have in additional set of States. What are these Ml States?

  • A. New. Work: m progress Escalated Communicated
  • B. Proposed. Accepted Rejected Cancelled
  • C. Proposed Received eCAB Convened Closed
  • D. Proposed Accepted Reacted Reopened
Mark Question:
Answer:

B


User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
vote your answer:
A
B
C
D
0 / 1000

Question 5

Your customer is using the baseline Create Incident Catalog Item and would like to add a few
additional input fields. How should you update the catalog item?

  • A. Edit in Catalog Builder
  • B. Edit in Item Designer
  • C. Edit in Catalog Item Designer
  • D. Edit in Form Designer
Mark Question:
Answer:

A


Explanation:
https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/service-catalog-management/concept/catalog-builder.html

User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
vote your answer:
A
B
C
D
0 / 1000

Question 6

What would you use to create Incident records based on email sent by users or systems?

  • A. Transform Map
  • B. Record Producer
  • C. Inbound Flow Action
  • D. Data Collection Job
Mark Question:
Answer:

C


User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
vote your answer:
A
B
C
D
0 / 1000

Question 7

What tools are available to the assignee to help resolve an incident?
Choose 2 answers

  • A. Knowledge Articles
  • B. Known Errors
  • C. Class Manager
  • D. Enterprise CMDB Dashboard
  • E. Incident Overview Dashboard
Mark Question:
Answer:

C, E


User Votes:
A
50%
B
50%
C
50%
D
50%
E
50%
Discussions
vote your answer:
A
B
C
D
E
0 / 1000

Question 8

When using Inbound Email Actions, what happens it an email is received which has no watermark or
reference number?

  • A. New case is created from the message
  • B. New incident created from the message
  • C. New interaction is created from the message
  • D. Email is rejected and auto-reply sent to sender
Mark Question:
Answer:

B


User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
vote your answer:
A
B
C
D
0 / 1000

Question 9

When you activate the ITSM Roles plugin what additional granular roles are created for the Incident
application?
Choose 2 answers

  • A. sn_incident_write
  • B. sn_incident_insert
  • C. sn_incident_update
  • D. sn_incident_read
Mark Question:
Answer:

B, C


User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
vote your answer:
A
B
C
D
0 / 1000

Question 10

What are some good practices for guiding your customers' use of Notifications?
Choose 3 answers

  • A. When possible, maximize the quality or email updates to customers
  • B. Use incident itil role template as the master template to build all other ITSM templates
  • C. Get input from Marketing department, regarding format of customer/caller facing notifications
  • D. Make sure Notification requirements and test plans are in the project scope from the start
  • E. Use templates to ensure consistency and ease of configuration
Mark Question:
Answer:

B, C, D


User Votes:
A
50%
B
50%
C
50%
D
50%
E
50%
Discussions
vote your answer:
A
B
C
D
E
0 / 1000

Question 11

Your customer wants to use Incident Tasks on Incident Records But for efficiency reasons they want
to automatically close all Incident Tasks when the parent Incident is closed or canceled. How could
you meet this requirement?
Choose 2 answers

  • A. On Incident Properties, for Close Open Incident Tasks when Incident is closed or canceled, select Yes
  • B. Enable system property com snc incident.mcidentjask closure
  • C. Edit system property com.snc incident autoclose basedon resolved_at
  • D. On Incident Properties, for Autoclose Incident Tasks, select Yes
Mark Question:
Answer:

C, D


User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
vote your answer:
A
B
C
D
0 / 1000

Question 12

Incident management includes limited functionality for what advanced reporting capability?

  • A. Machine Learning Metrics
  • B. Performance Analytics
  • C. KPl Reports
  • D. Analytics Dashboards
Mark Question:
Answer:

B


User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
vote your answer:
A
B
C
D
0 / 1000

Question 13

On an incident record, where are the fields fiat appear on the caller lookup select box defined?

  • A. The ref_contributions attribute on the caller lookup form
  • B. The ref_ac_column attribute from the dictionary entry
  • C. The Caller lookup field on the [user] table
  • D. The form design of the caller lookup form
Mark Question:
Answer:

B


User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
vote your answer:
A
B
C
D
0 / 1000

Question 14

Your client indicates they would like a way to designate VIP callers on an incident form. How would
you accomplish this?

  • A. VIP Flag reference decorator
  • B. VIP flag dictionary entry
  • C. VIP Flag field style
  • D. VIP Flag action script
Mark Question:
Answer:

C


User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
vote your answer:
A
B
C
D
0 / 1000

Question 15

If the Assignment group is empty on an incident record what happens when an agent that is a
member of multiple user groups clicks the Assign to the Ul action?

  • A. The agent is prompted to select the Assignment group
  • B. An error is displayed indicating the agent must manually assign the incident
  • C. The Assignment group field will not populate
  • D. The Assignment group field automatically populates with the agent's primary group
Mark Question:
Answer:

A


Explanation:
Enhancement to the Assign to me UI action
Select the Assign to me UI action for an incident record to assign the record to yourself after passing
the following checks:
- If the Assignment group field is filled in and you're part of the group, the record is assigned to you.
- If the Assignment group field is empty and you're a member of a single group, the Assignment
group field is filled in and the record is assigned to you.
- If the Assignment group field is empty and you're a member of multiple groups, you're prompted to
select the Assignment group. When you manually select the Assignment group, the record is
assigned to you.

User Votes:
A
50%
B
50%
C
50%
D
50%
Discussions
vote your answer:
A
B
C
D
0 / 1000
To page 2