Questions for the CIS-ITSM were updated on : Dec 11 ,2025
From which table, is the Incident table extended?
D
Explanation:
Change Request [change_request]
Problem [problem]
Incident [incident]
Request [sc_request]
Request Item [sc_req_item]
Service Catalog Task [sc_task]
all extended from task
After publishing an item via Catalog Builder, the associated update set is set to which state?
B
Explanation:
Once an item is published through the Catalog Builder in ServiceNow, the associated Update Set is
set to the Complete state. This signifies that the update set has been finalized and no further changes
are expected, ensuring that the item is available for use in the Service Catalog.
See Catalog Builder for more details.
Which is the process responsible for delivering items that have been ordered from a Service Catalog?
C
Explanation:
Request Management is the process responsible for delivering items ordered from the Service
Catalog. When a user submits a request, the Request Management process ensures that the items
are delivered following the appropriate workflow, approval processes, and fulfillment steps.
For more information, see Request Management.
Which platform role can create service portfolios and taxonomy nodes?
C
Explanation:
The portfolio_admin role in ServiceNow has the necessary permissions to create service portfolios
and manage taxonomy nodes. This role provides the highest level of access for managing the
structure and content of service portfolios, enabling the user to organize services and offerings in a
way that aligns with business goals.
Documentation reference: Service Portfolio Management Roles.
Which service types can be managed through the scope of Service Portfolio Management?
Choose 2 answers
AB
Explanation:
ServiceNow Service Portfolio Management primarily manages Business Services and Application
Services. A Business Service refers to services that support business processes or provide value to the
customer, while Application Services are services provided by software applications. These services
are tracked and managed to ensure they align with organizational objectives. Mobile Service and
Technical Service are more specialized or less commonly grouped within the Service Portfolio scope.
Refer to Service Portfolio Management for further understanding.
When creating a catalog, which field specifies who is able to create, modify, and publish items in the
catalog?
A
Explanation:
The Editors field in ServiceNow Service Catalog creation specifies who has permissions to create,
modify, and publish items within the catalog. Editors have the rights to manage the content and
structure of the catalog, ensuring that only authorized users can perform these actions.
For details, refer to the Service Catalog Management documentation.
Which of the following are defined for a given change model?
Choose 3 answers
BCD
Explanation:
In ServiceNow, a change model defines how a change progresses through its lifecycle. The state
model refers to the predefined states (e.g., New, Assess, Authorize) a change can transition through.
State transitions are the movement between these states. Similarly, a phase model represents the
different phases of the change process (such as Request, Authorization, Implementation), which can
have distinct requirements and actions. Each of these components defines a clear structure and
sequence of events for managing changes effectively.
A Portfolio Manager is primarily concerned with the performance of what hierarchy?
D
Explanation:
A Portfolio Manager in ServiceNow focuses on the Service Portfolio, which includes all the services
provided by an organization. The Portfolio Manager oversees how the Service Offering and the
Service within this portfolio perform, ensuring that they align with business objectives. The hierarchy
in question, Service Portfolio > Service > Service Offering, is crucial for understanding the overall
performance and governance of services. This hierarchy provides a structured approach to managing
services from a business perspective and tracking their lifecycle.
ServiceNow Documentation on Service Portfolio Management.
Your customer has built a mature knowledge base, with articles targeted to internal audiences,
which are technical. Other articles are written for
end users, with 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?
B
Explanation:
To satisfy the requirement of identifying which knowledge base articles are visible to the callers from
the Incident form, the feature ‘Show User Viewable’ would be used. This feature allows agents to see
which articles can be viewed by the user associated with the incident. It helps in distinguishing
between articles that are meant for internal audiences (technical) and those written for end users
with simpler instructions. When an agent is on the Incident form, they can use this feature to filter
and display only the articles that the caller can view, ensuring that the agent is aware of the
information available to the caller and can guide them accordingly.
Reference: The answer is verified based on the ServiceNow IT Service Management documentation
and resources that discuss knowledge management features and best practices123.
Which of these can be associated with a service within the service portfolio taxonomy?
D
Explanation:
Step by Step Comprehensive In the context of ServiceNow IT Service Management, specifically
within the service portfolio taxonomy, a ‘leaf node’ can be associated with a service. The service
portfolio taxonomy is a hierarchical structure that organizes the services offered by an organization.
At the top of this hierarchy are broad categories or ‘nodes,’ which are then broken down into more
specific ‘leaf nodes.’ These leaf nodes represent individual services or offerings that are the most
granular level within the taxonomy. Associating a service with a leaf node allows for detailed tracking
and management of that particular service within the larger portfolio.
Reference: The information is based on the ServiceNow product documentation and resources
available on their official support and documentation portals, which detail the service portfolio
management taxonomy and its components123.
What is the minimum number of offering(s) a service must have to move to the Catalog phase?
C
Which of the following can leverage user criteria for controling access?
Choose 2 answers
DE
How are the relationships between services and offerings that are built in Service Porfolio
Management transferred to the Configuration Management Database (CMDB)?
D
Incidents are stored in what table?
B
On an incident record, where are the fields that appear on the caller lookup select box defined?
A