Free CIS-ITSM Practice Questions

Question 1

A user contacts the service desk because they cannot open a shared network folder used by their new team. Investigation confirms the folder is functioning normally and that the user has never been granted access to it. Which record type should be created?

Accepted Answer

A request, because the access was never provisioned to begin with

Answer

An incident, because the user cannot reach a service they need for their work

Answer

A problem, because the underlying access model for the folder is undefined

Answer

A change request, because a security group membership must be modified

Question 2

An emergency change is raised to restore a failed production database. In the baseline ServiceNow change state model, which state does the change enter immediately after New?

Accepted Answer

Authorize

Answer

Assess

Answer

Scheduled

Answer

Implement

Question 3

A problem record has a confirmed root cause, and an engineering team is now building the permanent remediation. Under the ITIL-aligned problem state model, which state should the problem be in?

Accepted Answer

Fix in Progress

Answer

Assess

Answer

Root Cause Analysis

Answer

Resolved

Question 4

A user orders three catalog items in a single checkout, and two of those items require manager approval. On which records are the approval requests generated?

Accepted Answer

On the two requested item (RITM) records that require approval

Answer

On the single request (REQ) record, covering the whole order

Answer

On the catalog tasks (SCTASK) generated for those two items

Answer

On the request record first, and then cascaded down to each requested item

Question 5

A catalog item has a User Criteria record under Available For that includes the Finance department, and a separate User Criteria record under Not Available For that includes contractors. A contractor who works in the Finance department opens the catalog. What is the result?

Accepted Answer

The item is hidden, because Not Available For overrides Available For

Answer

The item is visible, because Available For criteria are evaluated first

Answer

The item is visible, because department criteria take precedence over employment type

Answer

The item is visible but read-only, so the contractor cannot submit the order

Question 6

A client wants the incident Priority calculation changed so that High Impact combined with Medium Urgency produces Priority 1 - Critical instead of the baseline result. What is the recommended way to implement this?

Accepted Answer

Modify the Data Lookup Definition rules that map Impact and Urgency to Priority

Answer

Create an after-insert business rule on the incident table that recalculates and overwrites Priority

Answer

Make the Priority field writable on the form so agents can select the correct value manually

Answer

Add a new Urgency choice value that maps directly to Priority 1 - Critical

Question 7

A problem coordinator documents a workaround that restores service for affected users. Dozens of related incidents are currently open. Which baseline capability makes that workaround immediately visible on those incident records?

Accepted Answer

Using the Communicate Workaround action on the problem record

Answer

Publishing a Known Error knowledge article to the IT knowledge base

Answer

Recording the workaround text in the problem's work notes for reference

Answer

Relating the affected Configuration Item to each of the open incident records

Question 8

A change is scheduled during a period in which the affected Configuration Item falls under a defined blackout schedule. What does this indicate?

Accepted Answer

Changes to that Configuration Item are not permitted during that period

Answer

The change may proceed provided it completes before the blackout period ends

Answer

The change requires an additional layer of CAB approval to proceed during the period

Answer

The Configuration Item is excluded from discovery scans during that period

Question 9

A client wants employees to report a suspected phishing email from Employee Center, and the submission must create a security incident record rather than a request. Which catalog offering type should be used?

Accepted Answer

A record producer configured against the security incident table

Answer

A catalog item with a flow that closes the requested item and creates the security incident

Answer

An order guide that routes the submission through to the security team's queue

Answer

A content item that links out to the security team's own reporting form

Question 10

A client delivers their email service in Gold, Silver and Bronze variants, each with different availability targets and support hours. How should this be modelled in baseline Service Portfolio Management?

Accepted Answer

As one business service with three service offerings, each carrying its own commitment

Answer

As three separate business services, each with its own service commitment

Answer

As one business service with three Configuration Item relationships representing the tiers

Answer

As three application services discovered by Service Mapping and grouped under a portfolio node

Free CIS-ITSM Practice Questions

Domain 1: Incident Management 25% of exam

Question 1

Question 2

Domain 2: Change Management 25% of exam

Question 3

Question 4

Domain 3: Service Catalog and Request Management 25% of exam

Question 5

Question 6

Domain 4: Problem Management 15% of exam

Question 7

Domain 5: Service Portfolio Management 5% of exam

Question 8

Question 9

Question 10

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