Free ServiceNow CIS-DF Practice Exam with Questions & Answers

In ServiceNow CMDB governance, theCI Class Managerallows administrators to assignownership and accountabilityat the class level. This ownership is used by governance tools—especiallyCMDB Data Manager—to automatically determinewho receives tasks and actionsrelated to data lifecycle management.

The group reference field that aligns with class ownership and is consumed byCMDB Data Manager policiesis theManaged By Group. This field represents the team responsible for thetechnical stewardship and lifecycle managementof CIs within that class.

When CMDB Data Manager executes policies such as retention, archival, or cleanup, it uses theManaged By Groupto assign tasks to the appropriate data owners. This ensures governance actions are routed to the correct accountable team without manual intervention.

Approval Group, Support Group, and Change Group serve different purposes. Approval Group is used for workflow approvals, Support Group is used for operational ticket routing, and Change Group supports Change Management governance. None of these reflectdata ownership at the class level.

Therefore, to leverage CI class ownership defined in the CI Class Manager within CMDB Data Manager policies, the correct field isManaged By Group, makingOption Bthe verified answer.

This question hinges on understandingclass-specific Dynamic Reconciliation RulesinCMDB 360 / Multisource CMDBwithinServiceNow.

Although two different dynamic rules are configured,the rule applied depends on the CI class being evaluated:

For theServerclass, the configured rule isLargest valuefor the RAM attribute.

For theWindows Serverclass, the ruleMost reportedwould apply—butonly if the CI were evaluated as a Windows Server.

The question explicitly asks for the resulting RAM value for aServer CI, not a Windows Server CI. Therefore, theLargest valuerule governs the outcome.

Looking at the multisource values:

2,048 MB (LANDesk)

4,096 MB (Tivoli)

4,096 MB (ServiceNow)

8,192 MB (Altiris)

Under theLargest valuedynamic reconciliation rule, the IRE selects themaximum numeric value, regardless of how frequently it is reported or which source provided it.

TheMost reportedlogic (which would result in 4,096 MB) doesnot applyhere because that rule is configured for a different class (Windows Server).

This scenario illustrates an important CMDB 360 principle:Dynamic reconciliation is evaluated per class, and child-class rules do not override parent-class rules unless the CI is actually classified under that child class.

InServiceNow, validating whether Configuration Items (CIs) still exist is a coreCMDB governanceactivity. Over time, environments change rapidly—servers are decommissioned, cloud resources are torn down, and applications are replaced. If existence validation is not enforced, the CMDB quickly fills with obsolete or “ghost” CIs.

Attestation policiesare specifically designed to address this need. An attestation policy automatically generates and assigns tasks to responsible users or groups, asking them toconfirm that a CI still exists and is still relevant. This process focuses on acknowledgment rather than deep data validation, making it lightweight and scalable across large CMDBs.

Certification policies (Option A) are used whenspecific attributes must be validated, such as lifecycle status, support group, or environment. While important for data correctness, certification is not intended solely to confirm CI existence. Delete (Option B) and Retire (Option C) policies are lifecycle actions that remove or transition records, but they do not validate existence before taking action.

Attestation integrates cleanly with CMDB Workspace, assigns tasks automatically, and supports auditability—ensuring accountability for CI ownership. This makes it the correct and Data Foundations–aligned policy type for validating CI existence.

Therefore,Option D – Attestationis the correct answer.

TheAgent Client Collector (ACC)inServiceNowis designed to collect inventory data fromendpoints that are not consistently reachableby traditional Discovery methods. ACC is especially valuable where credential-based, network-based discovery is impractical or impossible.

Devices in secure environments(Option C), such as isolated networks, restricted zones, or highly regulated environments, often block inbound discovery traffic. ACC runs locally on the device and securely sends inventory data outward, making it ideal for these scenarios.

Devices that intermittently connect to the network(Option D), such as laptops, remote endpoints, or roaming devices, are another core use case. Traditional Discovery requires the device to be reachable during scheduled scans, which is unreliable for mobile or off-network assets. ACC ensures inventory data is collected whenever the device is online.

Option A (data center servers) is better served byagentless Discovery, which provides deeper infrastructure and relationship data. Option B (network devices in the DMZ) are typically discovered usingSNMP and network discovery, not ACC.

ACC complements Discovery as part of a layered ingestion strategy, ensuring accurate inventory coverage across diverse environments.

Therefore, the correct answers areC – Devices in secure environmentsandD – Devices that intermittently connect to the network.

InServiceNow, Service Graph Connectors deliver data ingestion patterns usingprotected, upgrade-safe artifacts, including script transforms. When a customercustomizesa script transform provided by a Service Graph Connector, ServiceNow follows standardupdate set and upgrade behaviorto protect customer customizations.

During a subsequent upgrade, if theout-of-box (default) script transform definition changes, ServiceNowdoes not overwrite the customized version. Instead, the platform records askipped change, indicating that an update was available but intentionally not applied due to a local customization. This ensures customer-specific logic is preserved while still maintaining transparency about what changed in the newer release.

Option A is incorrect because upgrades do not halt due to customized transforms. Option C is also incorrect because Service Graph Connector upgrades proceed normally; they do not refuse to start because of customizations.

This behavior aligns with Data Foundations best practices:avoid modifying OOTB content when possible, but when customization is necessary, ensure it is protected during upgrades. Administrators should review skipped changes after upgrades to decide whether to manually adopt new OOTB logic.

Therefore, the correct answer isB – A skipped change is created and no change is made to the script transform definition.

On theCMDB Health DashboardinServiceNow, health metrics are grouped into three primary scorecards:Completeness, Correctness, and Compliance. Each scorecard focuses on a distinct aspect of data quality.

Duplicate CIs,Orphan CIs, andStale CIsare all indicators ofdata accuracy and reliability, which fall under theCorrectnessscorecard.

Duplicate CIsindicate multiple records representing the same real-world item.

Orphan CIsare missing required relationships.

Stale CIshave not been updated within an expected timeframe.

All three conditions reflect whether the CMDB data iscorrect and trustworthy, not whether it is complete or policy-compliant.

TheCompletenessscorecard focuses on missing required attributes or relationships. TheCompliancescorecard evaluates adherence to policies such as certifications, lifecycle rules, or patch compliance.

Since leadership reporting typically focuses ontrust and accuracy of CMDB data, theCorrectness scorecardis the authoritative source for these metrics.

Therefore, the correct answer isB – Correctness.

This question tests understanding ofreconciliation source priorityin theIdentification and Reconciliation Engine (IRE)inServiceNow.

In reconciliation rules,lower numeric values represent higher priority. Therefore, the priority order is:

ServiceNow (100)– highest authority

Altiris (200)

SCCM (300)– lowest authority

Why A is correct

BecauseAltiris (200)hashigher priority than SCCM (300), data from Altiriscan update records originally inserted by SCCM. This is exactly how reconciliation precedence works—higher-priority sources can overwrite lower-priority ones.

Why C is correct

SCCM, even though it has thelowest priority, is still anauthorized discovery source. Itcan insert new recordsinto the Windows Server table when no existing CI is identified. Priority only affectsupdates, not the ability to create records.

Why B is incorrect

ServiceNow (priority 100)can update records from Altiris and SCCMbecause it has the highest priority. The statement incorrectly claims it cannot.

Why D is incorrect

SCCM doesnothave the highest authority. Ahigher numeric value means lower priority, so SCCM cannot update records created by higher-priority sources.

In CMDB modeling, accurately defining relationships is critical for impact analysis, service mapping, and Change Management. In this scenario,Application Serverscan hostmultiple Applications, andApplications can also run across multiple Application Servers(for example, in clustered, load-balanced, or distributed architectures).

This architectural reality defines amany-to-many relationshipbetween the Application Server table and the Application table.

InServiceNow, many-to-many relationships are common for application hosting models, especially in modern environments that use horizontal scaling, redundancy, or containerized workloads. Modeling this correctly ensures that incidents, changes, and outages affecting a single server can be accurately traced to all impacted applications—and vice versa.

A one-to-many or many-to-one relationship would incorrectly assume exclusivity in one direction, which does not reflect real-world application deployment patterns. A one-to-one relationship would be even more restrictive and inaccurate.

Therefore, the correct relationship type isA – Many-to-many, which aligns with CMDB best practices and CSDM service modeling principles.

In a healthcare environment, identifyingwho is impactedduring a critical incident is essential to patient safety and continuity of care. Within theCommon Service Data Model (CSDM), the most effective way to determine impacted users is throughService Offerings, particularly when they are definedby department or location.

Service Offeringsrepresent how a service is consumed by specific user groups. In this case, a patient management system may have different offerings for departments such as Emergency, Inpatient Care, or Outpatient Services, or be scoped by hospital location. These offerings explicitly defineconsumer context, allowing incident responders to immediately identify which clinicians, staff, or facilities are affected.

Option D (Affected CI related list) identifies technical impact but does not translate that impact intouser or consumer context. Option A provides historical insight but does not identify current impacted users. Option C (service environment) helps differentiate production vs non-production but does not identifywhois impacted.

By leveragingService Offerings by Department or Location, the provider can quickly notify the right users, prioritize response based on clinical impact, and coordinate mitigation effectively—aligning with CSDM and ITIL best practices.

Therefore, the correct answer isB – Service Offerings by Department or Location.

This scenario hinges on how theIdentification and Reconciliation Engine (IRE)inServiceNowevaluatesidentification rules.

The identification rule for theApache Web Serverclass includesVersionas part of theidentifier criteria, along with Class and Configuration file. Identification rules must matchall criterion attributes exactlyfor an incoming record to be identified as an existing CI and reconciled.

Yesterday’s discovery created an Apache Web Server CI with a specific version value. When Apache is upgraded and discovery is rerun, theVersion attribute changes. Because Version is part of the identifier, the incoming recordno longer matchesthe existing CI’s identifier entry. As a result, the IREcannot identify the existing CIas the same configuration item.

When identification fails and no matching identifier entry is found, the IRE proceeds toinsert a new CI recordrather than updating the existing one. This behavior is intentional and protects the CMDB from incorrectly reconciling records that no longer meet identification criteria.

Option A is incorrect because reconciliation only occursafter successful identification.

Option C is incorrect because reclassification is unrelated to identification criteria.

Option D is incorrect because this is not an error condition; it is expected IRE behavior.

This example highlights abest practice caution:volatile attributes (such as Version)should generallynot be used as identifier attributes, as they can cause unintended CI duplication during upgrades.