CIS-ITSM Sample Questions & Answers

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.

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.

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.

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.

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.

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.

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.

A Catalog UI Policy is the best-practice, no-code solution for creating conditional visibility, mandatory, and read-only states for variables. You can set the condition based on the value of the 'Software Title' and then define UI Policy Actions to make the 'Justification' variable visible and mandatory when the condition is met. The 'Reverse if false' option will automatically hide it when other titles are selected.

A single underlying problem, such as a faulty network switch or a failing database cluster node, can cause incidents on multiple different upstream CIs that depend on it. For example, several application servers (each a separate CI) might report errors (separate incidents), but the root cause is a single storage array (the problem's CI). Therefore, it is common and expected for a problem to have related incidents with various CIs.

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