ServiceNow ITSM CIS
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Updated 2026 Questions and Answers
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,When is a change task for Post Implementation Review C. When the change request moves to a state of Review
created for an unauthorized change?
(Pg. 454)
A. When the change request moves to Close
B. When a change manager accepts the change
C. When the change request moves to a state of Review
D. When the change request moves to a state of Assess
Which should be used to explore the entire hierarchy and B. CI Class Manager
table definitions of the Configuration Management
Database Classes? (Pg. 33)
A. Reports
B. CI Class Manager
C. Application Menus
D. Dependency View
Which of the following cannot be defined or set through B. Apply a requirement to all form views
a Catalog UI Policy?
(Pg.148)
A. Setting a variable to mandatory
B. Apply a requirement to all form views
C. Setting a catalog category to visible
D. Setting a variable to read-only
Which type of catalog item should be used to create an D. Record Producer
incident record from the portal?
(Pg. 138)
A. Incident Template
B. Request Item
C. Order Guide
D. Record Producer
Which incident management roles are activated by A. sn_incident_read
installing the ITSM Roles plugin (com.snc.itsm.roles)? D. sn.incident_write
(Choose two.)
A. sn_incident_read
B. itsm_incident_read
C. incident_manager
D. sn_incident_write
E. itsm_incident_write
, A customer requests that when the Service Desk agent A. Update the sys_popup view for the user table
clicks on the information icon for the Caller's name, the
quick view frame shows only the following fields: (Pg. 266)
User name -
Manager name -
Email Address -
Employee ID -
How would you modify the quick view frame?
A. Update the sys_popup view for the user table
B. Update the sys_quick view for the caller table
C. Update the sys_popup view for the caller table
D. Update the sys_quick view for the user table
Your customer has built a mature knowledge base, with B. Search as User
articles targeted to internal audiences -which are
technical. Other articles are written for end users, with (Pg. 270)
simple instructions. From the Incident form, the agents
would like to be able to identify which articles are visible
to the callers What feature would you use, to satisfy this
requirement?
A. Internal/External Highlighting
B. Search as User
C. Show User Viewable
D. User Only View
Your customer is using the baseline Create Incident C. Edit in Catalog Builder
Catalog Item and would like to add a few additional input
fields. How should you update the catalog item? (Pg. 134)
A. Edit in Catalog Item Designer
B. Edit in Item Designer
C. Edit in Catalog Builder
D. Edit in Form Designer
Your customer is complaining that Service Desk users C. Add Dictionary Override to specify the incident group Reference Qualifier
keep accidentally assigning Incidents to the Network
CAB, instead of Network Support You have confirmed (Pg. 291)
that:The Network Support group record has the Group
types: Incident and ChangeThe Network CAB group
record has the Group type: ChangeWhat could you do
on the incident form, for the Assignment Group field, to
resolve this issue?
A. Add a UI action to hide the Network CAB group from
the list
B. Add a UI action to provide an error message if the
Network CAB group is selected
C. Add Dictionary Override to specify the Incident group
Reference Qualifier
D. Modify the choice list to include only the appropriate
group types
Practice Questions | Mock
Exam, Answers &
Certification Prep Guide |
Graded A+ | Guaranteed
success|
Updated 2026 Questions and Answers
100% Verified Exam Prep and Comprehensive
Rationales
Included
,When is a change task for Post Implementation Review C. When the change request moves to a state of Review
created for an unauthorized change?
(Pg. 454)
A. When the change request moves to Close
B. When a change manager accepts the change
C. When the change request moves to a state of Review
D. When the change request moves to a state of Assess
Which should be used to explore the entire hierarchy and B. CI Class Manager
table definitions of the Configuration Management
Database Classes? (Pg. 33)
A. Reports
B. CI Class Manager
C. Application Menus
D. Dependency View
Which of the following cannot be defined or set through B. Apply a requirement to all form views
a Catalog UI Policy?
(Pg.148)
A. Setting a variable to mandatory
B. Apply a requirement to all form views
C. Setting a catalog category to visible
D. Setting a variable to read-only
Which type of catalog item should be used to create an D. Record Producer
incident record from the portal?
(Pg. 138)
A. Incident Template
B. Request Item
C. Order Guide
D. Record Producer
Which incident management roles are activated by A. sn_incident_read
installing the ITSM Roles plugin (com.snc.itsm.roles)? D. sn.incident_write
(Choose two.)
A. sn_incident_read
B. itsm_incident_read
C. incident_manager
D. sn_incident_write
E. itsm_incident_write
, A customer requests that when the Service Desk agent A. Update the sys_popup view for the user table
clicks on the information icon for the Caller's name, the
quick view frame shows only the following fields: (Pg. 266)
User name -
Manager name -
Email Address -
Employee ID -
How would you modify the quick view frame?
A. Update the sys_popup view for the user table
B. Update the sys_quick view for the caller table
C. Update the sys_popup view for the caller table
D. Update the sys_quick view for the user table
Your customer has built a mature knowledge base, with B. Search as User
articles targeted to internal audiences -which are
technical. Other articles are written for end users, with (Pg. 270)
simple instructions. From the Incident form, the agents
would like to be able to identify which articles are visible
to the callers What feature would you use, to satisfy this
requirement?
A. Internal/External Highlighting
B. Search as User
C. Show User Viewable
D. User Only View
Your customer is using the baseline Create Incident C. Edit in Catalog Builder
Catalog Item and would like to add a few additional input
fields. How should you update the catalog item? (Pg. 134)
A. Edit in Catalog Item Designer
B. Edit in Item Designer
C. Edit in Catalog Builder
D. Edit in Form Designer
Your customer is complaining that Service Desk users C. Add Dictionary Override to specify the incident group Reference Qualifier
keep accidentally assigning Incidents to the Network
CAB, instead of Network Support You have confirmed (Pg. 291)
that:The Network Support group record has the Group
types: Incident and ChangeThe Network CAB group
record has the Group type: ChangeWhat could you do
on the incident form, for the Assignment Group field, to
resolve this issue?
A. Add a UI action to hide the Network CAB group from
the list
B. Add a UI action to provide an error message if the
Network CAB group is selected
C. Add Dictionary Override to specify the Incident group
Reference Qualifier
D. Modify the choice list to include only the appropriate
group types
