Free ServiceNow CIS-DF Practice Exam with Questions & Answers | Set: 2

Creating acustom CI classin the CMDB is adictionary-level configuration activityand must be performed with the correct minimum privileges to ensure governance and upgrade safety inServiceNow.

Thesn_cmdb_adminrole is required because it grants administrative access to CMDB structures, including CI class hierarchy management. This role ensures that changes align with CMDB governance controls and Data Foundations practices.

Thepersonalize_dictionaryrole is also required because adding a new CI class involvescreating or extending dictionary entries(tables, attributes, inheritance). Without dictionary-level access, a user cannot define new classes or attributes in the CMDB schema.

Option A is incorrect becausesn_cmdb_adminalone is insufficient without dictionary privileges. Option B and D focus onform personalization, which affects UI layout only and does not allow creation of new CI classes. Additionally,itil_adminis not the correct role for schema-level CMDB changes.

Therefore, the minimal and correct role combination issn_cmdb_admin and personalize_dictionary, makingOption Cthe verified answer.

InServiceNow, Vulnerability Response and Security Incident Response rely heavily onbusiness contextto accurately assess risk, prioritize remediation tasks, and communicate impact to stakeholders. From aCSDM (Common Service Data Model)perspective, this context is primarily delivered throughproperly modeled relationships between Application Services and Business Applications.

The“Application Services with Business Application Relationships” Get Well Playbookdirectly addresses this requirement. In CSDM,Application Servicesrepresent the technical, deployable services that run in the environment, whileBusiness Applicationsrepresent the logical applications that support business capabilities. When these two are correctly related, security teams can clearly understandwhich business processes, customers, and revenue streams are affectedby a vulnerability or security incident.

Without this relationship, vulnerabilities may still be detected, but they lack meaningful prioritization. For example, a critical vulnerability on an application service supporting a revenue-generating or customer-facing business application should be addressed far more urgently than one tied to a low-impact internal tool. This relationship is what enablesrisk-based prioritization, rather than purely technical severity-based prioritization.

The other options do not fulfill this need. Location hierarchy issues (Option A) and CI lifecycle status consistency (Option D) relate more to CMDB hygiene and governance, not security context. Product ownership gaps (Option C) affect accountability but do not directly enable risk estimation during security response.

Therefore,Option Bis the correct and CSDM-aligned Get Well Playbook for ensuring sufficient business context in Vulnerability Response and Security Incident Response workflows.

A healthy and trusted CMDB that aligns with Data Foundations principles—covering accurate data ingestion, strong governance, and service-aware relationships—directly strengthens the insight available to Change Management. When discovered infrastructure data is integrated with well-maintained non-discoverable attributes (such as assignment groups, support groups, and ownership), the CMDB becomes a reliable source of truth for evaluating change risk and impact.

Option B is correct because Service Mapping establishes relationships between configuration items (CIs) and business services. This enables change practitioners to perform impact analysis, identifying which services, applications, and downstream components may be affected by a proposed change. Rather than relying on assumptions or tribal knowledge, change records can reference real dependency data, improving risk assessment, scheduling decisions, and stakeholder communication. This aligns directly with CSDM and CMDB best practices, where service context is essential for informed decision-making.

Option D is also correct because accurate, governed non-discoverable data—such as support and assignment groups—allows Change Management processes to dynamically route work. When a change is associated with a CI or service, the system can automatically populate the appropriate assignment group based on CMDB relationships. This improves efficiency, reduces manual errors, and ensures accountability across federated support models.

Options A and C are incorrect because a CMDB, regardless of maturity, cannot guarantee zero downtime, nor does it eliminate the need for human governance, approvals, and risk-based decision-making. Data Foundations enhance insight and control—not unchecked automation or absolute outcomes.

In a mature CMDB implementation withinServiceNow, CI operational attributes are leveraged toautomate ITSM workflows. One of the most important outcomes of accurate Configuration Management isautomatic incident routing.

When a CI is selected on an Incident record, ServiceNow evaluates the CI’sSupport Groupattribute. If populated correctly, the platform automatically copies this value into theAssignment Groupfield on the Incident. This ensures incidents are routed to the correct resolver group without manual triage, reducing mean time to resolution (MTTR).

TheSupport Groupis a CI attribute, not an incident field that drives workflow directly. TheAssignment Groupis the operational field used by Incident Management to assign ownership. Managed by Group, Approval Group, and Change Group are used in other governance and lifecycle contexts and are not auto-populated during incident creation.

This behavior is a direct result of Data Foundations best practices: maintaining accurate CI-to-support-group relationships to enableautomation and consistencyacross ITSM processes.

Therefore, the correct answer isC – Assignment Group.

InServiceNow,CMDB 360 / Multisource CMDBextends the Identification and Reconciliation Engine (IRE) to supportmulti-source visibility, reconciliation, and confidence scoring. Configuration is controlled throughsystem properties, each enabling a specific capability.

glide.identification_engine.multisource_enabledis the master switch that activates CMDB 360 functionality.

glide.identification_engine.multisource_cmdb_ci_enabledallows CMDB 360 to collect and evaluate data specifically fromCMDB CI classes.

glide.cmdb.logger.source.cmdb_multisourceenables detailed logging for troubleshooting multisource ingestion and reconciliation.

glide.identification_engine.multisource_recompute.max_ci_limitprotects performance by limiting how many CIs can be processed during a recompute operation.

Capturing CMDB 360 data fromnon-CMDB classesisnot supported, which is why no property applies to that option.

This mapping aligns withData Foundations and CMDB governance best practices, ensuring CMDB 360 is enabled safely, transparently, and at scale.

When usingImport Sets and Transform Mapsto ingest data into the CMDB, it is critical that records are processed through theIdentification and Reconciliation Engine (IRE)to prevent duplicates and enforce source precedence. InServiceNow, this is achieved by invoking the IREafterthe transform logic has completed.

TheonAftertransform script is the correct place to call the IRE API. At this stage, the transformed data has already been mapped and prepared, allowing the IRE to correctly identify whether a CI already exists and reconcile updates according to defined rules.

TheonBeforeandonStartscripts execute too early—before data mapping is complete—making them unsuitable for IRE processing. TheonCompletescript runs after the entire import job finishes and is not intended for per-record CI identification and reconciliation.

Because Import Sets can bypass IRE if not configured correctly, using anonAfter scriptis a critical Data Foundations safeguard when this ingestion method is chosen.

Therefore, the correct answer isC – onAfter.

In theCSDM Walk stage, an organization has moved beyond basic data hygiene (Crawl) and has establishedfoundational service models, especiallyBusiness Services and their relationships to underlying technical components. One of the most important and immediate benefits of reaching this stage is the ability to performreliable impact analysisacross ITSM processes.

When Business Services are correctly defined and related to Application Services, applications, and infrastructure CIs, the CMDB becomes adecision-support systemrather than just a data repository. This enablesimpact assessments for Incident, Problem, and Change Management, which is exactly what Option C describes. For example, when an incident is logged against a CI, ServiceNow can automatically determine which Business Services are impacted and who the affected stakeholders are. Similarly, during Change Management, planners can assess downstream risk by identifying which business-facing services could be disrupted.

Option A is more aligned with advanced operational governance and support model optimization, which typically appears later as organizations mature toward theRun stage. Option B relates to Application Portfolio Management (APM) acceleration, which benefits more from accurate application ownership and lifecycle data rather than core Walk-stage service modeling.

Therefore, the correct and CSDM-aligned benefit at the Walk stage isenabling impact assessments for incident, problem, and change on Business Services, makingOption Cthe verified answer.

Creating new CI classes is ahigh-impact configuration activityand must follow strictData Foundations and CSDM-aligned best practicesto avoid long-term technical debt and upgrade risk.

Option Bis a recommended first step. Before creating any new CI class, administrators shouldinstall or update the CMDB CI Class Models Store applicationand verify whether an appropriate class already exists. ServiceNow frequently delivers new CI classes through updates and class model packages, and duplicating an existing or planned class can lead to fragmentation and governance issues.

Option Cis also correct. When a new class is truly required, it should beadded under an appropriate parent classto inherit attributes, behaviors, and discovery patterns. For an IoT Sensor, this might be under a hardware or device-related parent class, ensuring consistency and minimizing customization.

Option A is incorrect and dangerous—deleting unused classes can break dependencies and historical data. Option D is also discouraged; modifying existing classes to repurpose them violates upgrade-safe design principles and can negatively impact discovery, integrations, and reporting.

By verifying existing models first and extending the class hierarchy correctly, organizations maintain aclean, scalable, and upgrade-safe CMDB.

Therefore, the correct answers areB and C.

Within the Common Service Data Model (CSDM), service types are clearly defined to separate business-facing value, application logic, and technical enablement. Correct classification is foundational to impact analysis, ownership, reporting, and service visibility.

An Application Service is a logical representation of a deployed application or system stack. It models how an application runs, including servers, databases, middleware, and integrations. Application Services are typically created and maintained through Service Mapping and are primarily consumed by IT operations, DevOps, and support teams.

A Technology Management Service (also called a Technical Service) represents shared technical capabilities such as databases, authentication platforms, messaging systems, or cloud infrastructure. These services are published to Service Owners, not business users, and underpin one or more Application Services or Business Services. They are critical for understanding technical dependencies and risk but are not business-facing.

A Business Service is published to Business Users and directly supports business capabilities and outcomes. It represents what the business consumes, such as “Online Banking,” “Order Fulfillment,” or “Employee Onboarding.” Business Services sit at the top of the CSDM hierarchy and are the anchor point for SLAs, experience, and value measurement.

Correctly distinguishing these service types ensures alignment with CSDM best practices, enables accurate impact analysis, and prevents common CMDB anti-patterns such as exposing technical services to business users or misrepresenting application stacks as business value.

When data quality issues such asmissing serial numbersthreaten CMDB integrity and increase the risk of duplicates, ServiceNow providesprescriptive, step-by-step remediation guidancethrough theCMDB Data Foundations Dashboard Playbooks.

These playbooks are specifically designed to help administratorsidentify root causes, assess ingestion and governance gaps, and apply corrective actions using structured remediation plays (Analyze Data, Fix Data, Govern Data). For missing serial numbers, the playbooks guide teams to review Discovery patterns, identification rules, reconciliation sources, and governance controls to ensure authoritative data capture and prevention of future issues.

TheCMDB Health Dashboard Playbooksfocus on health scoring and metrics, not guided remediation.CSDM Data Foundations Dashboard Playbooksis not a distinct product naming; the correct construct is CMDB Data Foundations.Now Create Playbooksprovide implementation project guidance, not operational troubleshooting for live data issues.

Therefore, the correct answer isA – CMDB Data Foundations Dashboard Playbooks, which are purpose-built to quickly troubleshoot and remediate CMDB data quality problems while aligning with best practices inServiceNow.