Free Practice Questions for ServiceNow CIS-DF Exam

InCSDM 5, production line monitoring systems (such as SCADA, MES, IoT telemetry platforms, and operational monitoring tools) aretechnical systems responsible for operating, monitoring, and supporting services, not for designing them or consuming them. These systems directly align with theService Delivery (Manage Technical)domain.

TheService Deliverydomain is used to modelhow services are technically delivered and operated, including the infrastructure, platforms, and operational technologies that ensure availability, performance, and reliability. In a manufacturing context, production line monitoring systems continuously observe equipment health, throughput, alerts, and operational metrics—making them part of thetechnical service delivery layer.

Option A (Build and Integration) applies to CI/CD pipelines and system construction activities. Option B (Foundation) focuses on base CIs such as locations, people, and organizations. Option C (Service Consumption) models how customers or consumers use services, which is not applicable here. Option D (Design and Planning) is used for service architecture and planning artifacts, not live operational systems.

Therefore, production line monitoring systems correctly belong inService Delivery (Manage Technical), makingOption Ethe correct answer.

TheCMDB Data Foundations Dashboardis paired withGet Well Playbooksthat guide administrators through structured remediation. The“Services Have Owners Identified”playbook focuses on closing ownership gaps for services, which is agovernance and data correctionactivity.

Fix Data(Option A) is used tocorrect missing or incorrect values, such as populating owner fields, assigning responsible groups, or updating relationships. In this playbook, Fix Data actions are required to actually remediate the issue by assigning owners to services.

Govern Data(Option D) is also required because ownership is not a one-time correction—it must beenforced and sustained. Govern Data establishes policies, ownership accountability, and controls (such as certifications or attestations) to ensure services continue to have owners over time and do not regress.

Analyze Data(Option B) is used to understand patterns and root causes, but it does not remediate the issue.Report Data(Option C) provides visibility and communication, not corrective action.

Therefore, the remediation plays that apply to theServices Have Owners Identifiedplaybook areFix DataandGovern Data, makingOptions A and Dcorrect.

In theCommon Service Data Model (CSDM), the Incident form is designed to captureoperational impactand enableeffective incident routing, prioritization, and communication. To achieve this, CSDM prescribes using classes that representhow services are delivered and consumed, not how they are planned or governed.

Application Service(Option A) is an appropriate class on the Incident form because it represents thetechnical service that is running in productionand is directly impacted during an incident. Application Services are service-mapped, relate to underlying infrastructure, and support impact analysis, root cause investigation, and automated assignment. This makes them ideal for associating incidents with technical outages or degradations.

Service Offering(Option C) is also appropriate because it representshow a service is consumed by users or business units. Service Offerings allow Incident Management to understandwho is affected, enable targeted communications, and support SLA/OLA alignment. For example, an email service offering for a specific department clearly identifies the impacted consumer group.

Business Application(Option B) isnotrecommended on the Incident form. Business Applications are logical representations used for portfolio, ownership, and governance purposes, not day-to-day operational incident handling. Using them directly on incidents can reduce precision and automation.

Service Portfolio(Option D) is a strategic construct used for service lifecycle management and is never associated with operational incidents.

Therefore, according to CSDM best practices, the correct classes used on the Incident form areApplication ServiceandService Offering, makingOptions A and Cthe correct answers.

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.

InServiceNow, duplicate CI management spansdetection, insight, and remediation:

TheCMDB Health Dashboard – Correctnesssurfaceswhere duplicates existand their impact, providing visibility and prioritization.

Certification Taskssupportgoverned resolution, allowing assignment to individuals or groups to validate and correct data.

De-duplication Templatesenablebulk remediation, ideal when standardized merge rules can be applied across many duplicates.

TheDuplicate CI Remediatoroffers aguided, record-by-record wizard, preserving relationships and history for safer individual resolutions.

De-duplication Tasksare the work items generated by these processes, but they do not themselves represent an outcome—hencenot applicable.

This mapping aligns withCMDB Data Foundations best practices, ensuring duplicates are identified, prioritized, and remediated efficiently and safely.

CSDM significantly enhancesChange Managementby providingservice-aware context, enabling better planning, risk assessment, and stakeholder communication.

One key benefit is the ability toidentify blackout windows(Option A). Through CSDM-alignedBusiness Services, Service Offerings, and service calendars, Change Managers can clearly see when services are unavailable for change due to business constraints, regulatory requirements, or peak usage periods. This helps prevent changes from being scheduled during high-risk windows.

Another critical benefit is the ability tounderstand the impact of the change on services(Option D). CSDM establishes clear relationships between infrastructure CIs, Application Services, and Business Services. When a change is proposed, these relationships enable accurateimpact analysis, allowing Change Managers to assess risk based on business criticality rather than just technical scope.

Option B (root cause determination) is primarily aProblem Managementfunction. Option C (dynamic routing of changes) is driven by workflow and approval logic, not directly by CSDM.

Therefore, the correct answers areA – Identify blackout windowsandD – Understand the impact of the change on services.

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, de-duplication tasks generated by theIdentification and Reconciliation Engine (IRE)are operational governance tasks that require action by CMDB administrators or data owners. These tasks are surfaced in a role-based and actionable manner to ensure they are addressed promptly.

Within theCMDB Workspace, such tasks are accessed via theMy Work tab, specifically under theTotal statussection. This area consolidates all actionable CMDB-related work items assigned to the user or their groups, includingduplicate CI remediation tasks, data certification tasks, attestation requests, and lifecycle governance actions generated by CMDB Data Manager and IRE processes.

Option A is incorrect because theHome tabfocuses on high-level navigation and featured actions, not task execution. Option B is also incorrect because theInsights taband feature adoption tiles providevisibility and analytics, not task management.

By centralizing de-duplication tasks inMy Work, ServiceNow ensures CMDB governance is embedded into daily operations, improving responsiveness and data quality while maintaining accountability.

Therefore, the correct answer isC – Total status under the My Work tab.

InServiceNow, theCompliancedimension of the CMDB Health Dashboard is driven byData Certification. To surface meaningful compliance results—such as identifying servers that arenot on the latest patch—the platform requires a combination ofCertification Policies,Data Filters, andScheduled Jobs.

Certification Policiesdefinewhatdata must be validated andwhich attributesare subject to compliance checks (for example, patch level, OS version, or last update date).Data Filtersscope the population—such as server classes only—ensuring the compliance evaluation targets the correct CIs.Scheduled Jobsautomate when certifications run, keeping compliance scores current and reflective of the latest state.

Options A and C are incorrect becauseauditsandstale/orphan/duplicatechecks relate to other health dimensions (correctness and completeness), not compliance. Option B focuses on service modeling and group alignment, which does not directly drive compliance scoring for patch currency.

Therefore, configuringCertification Policies, Data Filters, and Scheduled Jobsis required to accurately measure and display patch compliance on the CMDB Health Dashboard.