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CIS-PPM ServiceNow Practice Test Questions and Exam Dumps

Question 1

Which of the following checks to see if the assessable record exists for the demand and creates an assessable record if none exists?

A. Validate Assessment Metrics for Demand
B. Auto Business Rule for Assessments
C. Update Demand State
D. Create OnDemand Assessment

Answer: D

Explanation:
In ServiceNow and similar assessment management systems, the process of determining whether a demand has an associated assessable record—and creating one if it doesn’t—typically falls under a function or script that is designed to handle on-demand assessments. This is where the Create OnDemand Assessment function comes into play.

Let’s explore what each of the options generally entails to clarify why D is correct:

• A. Validate Assessment Metrics for Demand: This function is responsible for verifying whether the correct assessment metrics are in place for a given demand. It does not create or check for the presence of an assessable record, but instead ensures that the metrics (like rating scales or questions) tied to the assessment are configured correctly. It’s about validation, not record creation.

• B. Auto Business Rule for Assessments: This sounds like an automation rule that might trigger assessments under certain conditions (e.g., when a demand reaches a particular state). While it may contribute to initiating assessments, it doesn't inherently include logic for checking if an assessable record exists or creating it if not. It works more on conditions and workflow triggers.

• C. Update Demand State: This option refers to a function that changes the status of a demand item (e.g., from "Draft" to "Approved"). It plays a role in demand lifecycle management, not in the management or creation of assessment records. There’s no direct relationship between updating the state and verifying or creating assessable records.

• D. Create OnDemand Assessment: This is the key function that actively checks whether a demand already has an associated assessable record. If one does not exist, this function will create a new assessable record. This is vital in situations where assessments are not automatically triggered by workflows and instead need to be initiated manually or via a script. The term "OnDemand" explicitly indicates that the process occurs dynamically and conditionally.

The reason this function is essential is because assessments are often a part of demand management where scoring and evaluation are required to prioritize or analyze a request. Without an assessable record, no evaluation or feedback data can be collected or managed. Hence, this script ensures data consistency and integrity by verifying record existence before proceeding.

Therefore, based on functionality and naming conventions common in demand assessment systems like ServiceNow, the function that checks for and creates an assessable record if one doesn’t already exist is Create OnDemand Assessment.

The correct answer is D.

Question 2

In addition to projects, which other artifact can be associated with a program, a portfolio, both, or neither?

A. Demands
B. Test Cases
C. Resources
D. Stories

Answer: A

Explanation:
In project and portfolio management systems, especially those based on ServiceNow's Strategic Portfolio Management (SPM) platform, different types of artifacts can be linked to higher-level organizational structures such as programs and portfolios. These relationships help organizations track strategic alignment, resource usage, and status reporting across various initiatives.

One of the key artifacts—besides projects—that can be linked to a program, a portfolio, both, or neither is a demand.

Demands represent incoming requests, ideas, proposals, or planned initiatives that may evolve into fully scoped projects or epics. They are typically submitted for evaluation and prioritization before becoming part of an active program or portfolio. Because of their flexibility and early placement in the lifecycle of strategic work, demands can exist in various states of association:

• They may be linked to a program if they align with a specific initiative.

• They may be linked to a portfolio if they relate to a broader strategic objective.

• In some cases, they can be tied to both, depending on how the organization structures its work.

• Or they may be unlinked entirely if they are still in the ideation or early review phase.

Now, let’s assess the other options:

B. Test Cases – Test cases are typically part of quality assurance and testing processes and are usually linked to development or QA workflows, often within the scope of individual projects or products. They are not generally associated with programs or portfolios at a strategic level, and the systems managing test cases rarely link them to such high-level entities.

C. Resources – Resources refer to personnel or assets allocated to projects or tasks. While resources are utilized within programs and portfolios, they are not usually managed as separate artifacts that can be directly linked in the same flexible manner as demands. Instead, resources are typically allocated through tasks or assignments rather than being linked to programs or portfolios themselves.

D. Stories – Stories, commonly known from Agile frameworks like Scrum, are granular units of work under epics or features. They are typically tied directly to a project or a team’s backlog, not to programs or portfolios. While they may be indirectly related through epics or features that are part of programs, stories themselves are not individually linked to higher-level entities like portfolios.

Therefore, among the choices, demands are uniquely designed in systems like ServiceNow to be flexibly associated with programs, portfolios, both, or neither, making them the correct answer.

The correct answer is A.

Question 3

If Scenario Planning for PPM is installed, a portfolio manager can access the Portfolio Planning Workbench by navigating to which of the following? (Choose two.)

A. Project module
B. Program Workbench
C. Portfolio Planning related link
D. Portfolio Planning Workbench module

Answer: C and D

Explanation:
When Scenario Planning for Project Portfolio Management (PPM) is installed in ServiceNow, it enhances the capabilities for strategic decision-making by allowing portfolio managers to simulate various planning situations. The Portfolio Planning Workbench is a key interface provided by this feature, which helps in comparing and optimizing project and program portfolios under different business scenarios.

To access this workbench, ServiceNow provides two primary navigation paths that are specifically designed to integrate with Scenario Planning functionality. Let’s look at each option:

• A. Project module: This module primarily focuses on the management and tracking of individual projects. It does not provide direct access to the Portfolio Planning Workbench. The Project module may be related in that projects can be part of portfolios, but the planning workbench itself is not accessed through this module.

• B. Program Workbench: The Program Workbench is a separate interface used for managing programs, which are groups of related projects. Like the Project module, it is not the designated area for portfolio scenario planning and does not directly link to the Portfolio Planning Workbench.

• C. Portfolio Planning related link: This is one of the valid options. When navigating through a specific portfolio record, there is a related link within that record labeled “Portfolio Planning.” Clicking this link launches the Portfolio Planning Workbench directly for the selected portfolio. This is an intuitive and context-sensitive access point that allows portfolio managers to work within the specific data set they’re analyzing.

• D. Portfolio Planning Workbench module: This is the second valid answer. In the application navigator, under the Project Portfolio Management (PPM) or Scenario Planning section (depending on the configuration), there is a dedicated module labeled Portfolio Planning Workbench. This module provides general access to the workbench interface and allows managers to view and simulate multiple portfolios. It is a direct way to launch the tool, regardless of whether you are currently in a specific portfolio record.

Both option C and option D give users a path to the same end—access to the Portfolio Planning Workbench—but through different entry points: one is contextual (within a record), and the other is navigational (from the module list).

Thus, the correct answers are C and D.

Question 4

When you generate a resource plan within a demand, what determines the default start and end dates on that resource plan?

A. From demand start date and due date
B. Resource plan(s) cannot be created from demand
C. Using demand created date
D. From portfolio date

Answer: A

Explanation:
In ServiceNow’s Strategic Portfolio Management (SPM) platform, resource plans can be created for various artifacts such as demands, projects, and enhancements. When creating a resource plan directly from a demand, the system uses specific fields to auto-populate the start and end dates of the plan. These default values are typically pulled from the Start Date and Due Date fields of the demand record itself.

This approach aligns with the principle that a demand, while still in the ideation or evaluation phase, often contains preliminary planning data, including the timeframe in which the work is expected to be started and completed. These fields serve as the logical basis for creating resource allocation expectations.

Let’s examine each option in detail:

A. From demand start date and due date – This is correct. When you open a demand and create a new resource plan from within that context, the Start Date and End Date fields on the resource plan are automatically populated using the Start Date and Due Date from the demand record. This ensures consistency and helps users avoid the need to re-enter the same information.

B. Resource plan(s) cannot be created from demand – This is incorrect. Resource plans can absolutely be created from demands in the SPM module. In fact, evaluating resource needs early in the planning cycle is a central purpose of the demand process.

C. Using demand created date – This is incorrect. The created date refers to the timestamp when the demand was entered into the system. This date has no strategic value for planning future resource allocation unless manually specified otherwise. Resource plans require a more relevant window—namely the expected period of activity, which is represented by the start and due dates.

D. From portfolio date – This is also incorrect. While a portfolio might group multiple demands and projects and have its own associated timeline, it does not control the specific planning dates for individual demands or their resource plans. Each demand is managed independently and contains its own planning metadata.

Thus, the most accurate answer is that the default dates on a resource plan created within a demand are pulled directly from the start and due date fields of that demand record.

The correct answer is A.

Question 5

A customer requires five (5) teamspaces to support different departments. What should you do?

A. Enable the teamspace property.
B. Contact the Account Representative to activate the teamspaces.
C. Activate via each teamspace plugin.
D. Use UI Policies and Business Rules to enable teamspaces.

Answer: C

Explanation:
In ServiceNow, teamspaces are essentially isolated instances or partitions of applications like ITBM/PPM that are used to separate data, configurations, and processes between different business units or departments. This makes them especially useful when an organization wants to keep demand, project, and resource data separate while still working within the same ServiceNow environment.

If a customer wants to enable five teamspaces, the most direct and correct way to do this is to activate each teamspace plugin individually. ServiceNow provides preconfigured plugins for several teamspaces—usually named as ITBM Teamspace 1, ITBM Teamspace 2, and so on up to a limited number depending on the instance type and licensing model.

Let’s analyze each option:

• A. Enable the teamspace property: There is no general property that, when enabled, automatically creates or activates multiple teamspaces. Properties may affect behavior within a teamspace (like visibility or permissions), but they do not handle activation. So this option is not valid.

• B. Contact the Account Representative to activate the teamspaces: While this may be required for licensing or purchasing additional teamspaces (if a customer exceeds the number available by default), it is not necessary to simply activate already available teamspaces. Therefore, contacting the account rep is not the technical action required to create or enable them.

• C. Activate via each teamspace plugin: This is the correct approach. ServiceNow offers multiple teamspace plugins (such as “ITBM Teamspace 1,” “ITBM Teamspace 2,” up to “Teamspace 5,” etc.). These can be activated from the Plugin module in the system. Once a plugin is activated, a new isolated teamspace is created where the department can operate independently. You can also configure access control, application scopes, and dashboards per teamspace. This approach ensures proper setup according to ServiceNow best practices.

• D. Use UI Policies and Business Rules to enable teamspaces: UI Policies and Business Rules are used for controlling form behavior and automating processes within existing configurations. They are not related to the creation or activation of teamspaces and thus cannot be used to meet this requirement.

So, the correct action to fulfill a customer's need for five department-specific teamspaces is to activate each relevant teamspace plugin, making C the correct answer.

The correct answer is C.

Question 6

When configuring a program, which two fields are used to calculate the planned Return on Investment (ROI) percentage?

A. Values in the NPV field
B. Values in the Planned cost field
C. Values in the Planned return field
D. Values in the Budgeted cost field

Answer: B and C

Explanation:
In ServiceNow’s Strategic Portfolio Management (SPM) framework, the Planned ROI% for a program is a key performance indicator used to measure the anticipated return compared to the investment required. It helps stakeholders evaluate whether a program is expected to deliver value relative to the cost involved.

The formula for Planned ROI% is generally defined as:

Planned ROI% = ((Planned Return - Planned Cost) / Planned Cost) × 100

This calculation relies on two core fields:

• Planned Return: This represents the total financial benefit or gain that the program is expected to generate over a specific time frame.

• Planned Cost: This is the total anticipated investment or expenditure needed to execute the program.

Let’s examine each option:

A. Values in the NPV field – NPV stands for Net Present Value, which is a different financial metric used to assess the profitability of a project or program based on the time value of money. While useful for investment analysis, NPV is not used in the formula for calculating ROI% in the standard program configuration.

B. Values in the Planned cost field – This is correct. The Planned Cost is the denominator in the ROI formula. It represents the expected expense and is essential in calculating how much return is generated per unit of cost.

C. Values in the Planned return field – This is also correct. The Planned Return is the numerator in the ROI formula (after subtracting the Planned Cost). It reflects the expected earnings from the program and is essential for determining the profitability.

D. Values in the Budgeted cost field – This is incorrect. The Budgeted Cost is often a separate value used for tracking approved budgets, but it does not directly feed into the ROI% formula. It might be used for financial governance or comparison purposes, but it does not affect the ROI% unless manually used in a custom calculation.

To summarize, when setting up a program in ServiceNow, the Planned ROI% is automatically calculated using the Planned Return and Planned Cost values. These fields offer a straightforward view of potential return versus investment, helping decision-makers assess whether a program is worth pursuing.

The correct answers are B and C.

Question 7

Which plugin provides a layer of artificial intelligence that empowers features and capabilities across applications to provide better work experiences?

A. Strategic Spend Tracking for PPM snppmsstsn_ppm_sstsnp​pms​st
B. Scenario Planning for PPM snpwscenariosn_pw_scenariosnp​ws​cenario
C. Predictive Intelligence for PPM com.snc.ppmmlcom.snc.ppm_mlcom.snc.ppmm​l
D. PPM Standard com.snc.financialplanningpmocom.snc.financial_planning_pmocom.snc.financialp​lanningp​mo

Answer: C

Explanation:
In the context of ServiceNow's Project Portfolio Management (PPM), different plugins extend core functionalities to meet diverse business needs such as financial tracking, strategic planning, and advanced analytics. However, when it comes to integrating artificial intelligence (AI) capabilities to enhance user experience and decision-making, Predictive Intelligence stands out as the specialized plugin.

The Predictive Intelligence for PPM plugin, identified by the system name com.snc.ppm_ml, provides machine learning-driven recommendations and insights that improve how users interact with projects, demands, and portfolios. It enables the use of AI algorithms to analyze historical data and make intelligent predictions about project outcomes, resource allocations, and other key performance indicators (KPIs). This plugin supports features such as:

• Automatically categorizing and routing demands or project records based on past data.

• Forecasting project risks or success rates.

• Suggesting optimal resource assignments.

• Identifying project trends or anomalies early.

This results in improved planning accuracy, proactive issue identification, and more efficient resource usage—all contributing to better work experiences across the platform.

Let’s consider the other options to understand why they are incorrect:

• A. Strategic Spend Tracking for PPM [sn_ppm_sst]: This plugin is focused on tracking and managing spend across strategic initiatives. It allows portfolio managers to align spending with business outcomes but does not involve artificial intelligence or machine learning capabilities.

• B. Scenario Planning for PPM [sn_pw_scenario]: This plugin is used for modeling and comparing multiple portfolio investment scenarios. While it is powerful for visual and strategic planning, it does not incorporate AI. Its value lies in manual modeling rather than automated intelligence.

• D. PPM Standard [com.snc.financial_planning_pmo]: This is the base plugin for PPM functionality, including project planning, financial planning, and portfolio tracking. It is foundational, but again, it lacks built-in AI components.

Therefore, among the choices given, only Predictive Intelligence for PPM delivers AI-driven functionality intended to enhance experiences and improve decisions by learning from past data.

The correct answer is C.

Question 8

Which plugin must be installed in order to access and use the Time Sheet dashboard?

A. Common ITSM Service Portal Application Components (com.snc.app_common.service_portal)
B. Employee Service Center (com.sn_hr_service_portal)
C. Knowledge Management – Service Portal (com.snc.knowledge_serviceportal)
D. Performance Analytics – Content Pack – PPM Standard plugin (com.snc.pa.pmo_dashboards)

Answer: D

Explanation:
The Time Sheet dashboard in ServiceNow provides visual analytics and performance insights related to time tracking across projects, demands, enhancements, and other time-reportable tasks. In order to display such data visually using charts, breakdowns, and key indicators, the dashboard requires Performance Analytics (PA) features to be available and configured.

The Performance Analytics – Content Pack – PPM Standard plugin (com.snc.pa.pmo_dashboards) is specifically designed to provide dashboards and indicators for Project Portfolio Management (PPM), including components for viewing time sheets, project statuses, resource utilization, and other portfolio-level metrics. Without this plugin, users cannot access the pre-configured PA dashboards associated with time reporting.

Let’s evaluate the other options:

A. Common ITSM Service Portal Application Components (com.snc.app_common.service_portal) – This plugin provides foundational service portal components that support generic ITSM portals, such as the incident or request portals. While useful for portal development, it does not provide the dashboards or analytics needed for time sheet visualization.

B. Employee Service Center (com.sn_hr_service_portal) – This plugin is used primarily in the HR Service Delivery module, offering a portal for employees to interact with HR services. It’s unrelated to time tracking dashboards within the PPM or resource management scope.

C. Knowledge Management – Service Portal (com.snc.knowledge_serviceportal) – This plugin supports the display and navigation of knowledge articles through a portal interface. It has no functionality related to time reporting or dashboard analytics for project-related tasks.

D. Performance Analytics – Content Pack – PPM Standard plugin (com.snc.pa.pmo_dashboards) – This is the correct plugin. It includes the dashboards and indicators for tracking time entry, approvals, resource effort, and performance analytics across the PPM application.

In conclusion, the Time Sheet dashboard is powered by ServiceNow’s Performance Analytics (PA) system, and in particular, the PA content pack for PPM must be installed to enable the dashboard’s features. This plugin brings in pre-built reports and visualizations tailored to time reporting within project and portfolio management.

The correct answer is D.

Question 9

Where do you define ‘Roles’ requested via resource plans?

A. Resource roles under resource management.
B. No need to define it differently, they are same as system roles.
C. Under skill management modules.
D. Roles under system security.

Answer: A

Explanation:
In ServiceNow’s Project Portfolio Management (PPM), resource planning involves assigning individuals or roles to various projects based on demand and availability. When a resource plan is created, it may request either specific individuals or roles. These roles must be clearly defined so that the system can match them to available personnel. The key thing to understand here is that roles in the context of resource plans are not the same as system security roles (like ‘admin’ or ‘itil’). Instead, they refer to job functions or positions such as “Project Manager,” “Developer,” or “QA Engineer.”

These types of roles are defined in the Resource Roles table, which is part of the Resource Management module. When project managers or resource planners specify a need for a particular role in a resource plan, the system uses this table to interpret the request and match it with users who have been assigned that resource role.

Let’s review the options:

• A. Resource roles under resource management: This is the correct answer. The resource roles defined here are specifically intended for planning and assigning work based on job function or team responsibility. These roles enable matching users to demand during the resource allocation process.

• B. No need to define it differently, they are same as system roles: This is incorrect. System roles such as ‘admin’, ‘catalog_admin’, or ‘itil’ are used for security access and permission control—not for resourcing and job function categorization. Confusing these would lead to improper assignments.

• C. Under skill management modules: Skills are different from roles. While a role might be “Software Developer,” a skill might be “JavaScript” or “Agile Methodology.” Skill management modules track abilities, certifications, and expertise—not job functions used in planning.

• D. Roles under system security: Again, this refers to ServiceNow’s permission model and has no connection to the business function of assigning resources based on job types. It’s not relevant to resource planning.

Thus, to properly set up the roles used in resource plans, they must be defined in the Resource Roles area within the Resource Management application.

The correct answer is A.

Question 10

What are three valid ways that plugins can be added to the base ServiceNow platform?

A. Activated by an admin (not by default)
B. Activated by an it_portfolio_manager
C. Requested from ServiceNow
D. Activated by default in the base ServiceNow system
E. Activated by an it_pps_admin

Answer: A, C, D

Explanation:

In the ServiceNow platform, plugins are modular software components that add specific features or extend the functionality of the base system. Some plugins are installed and active by default, while others require activation either by a system administrator or through a formal request to ServiceNow. Understanding how plugins are introduced into the platform is important for both administrators and developers working with different ServiceNow applications such as ITSM, HRSD, or Strategic Portfolio Management (SPM).

Let’s evaluate the listed options in detail:

A. Activated by an admin (not by default) – This is correct. Many plugins in ServiceNow are not active by default, but they can be manually activated by a system administrator using the Plugin Management module in the application navigator. Activation may be straightforward for free plugins, or it may require license entitlement checks for paid plugins.

B. Activated by an it_portfolio_manager – This is incorrect. A user with the it_portfolio_manager role typically has access to manage portfolios, programs, and projects but does not have the permissions or capability to activate plugins. Only users with the appropriate system-level administrative roles can perform plugin activation.

C. Requested from ServiceNow – This is correct. Certain plugins, especially paid or restricted ones (like Financial Management, Performance Analytics Advanced, or Security Incident Response), must be formally requested from ServiceNow. After entitlement is confirmed, ServiceNow will enable these plugins on the customer’s instance or allow the admin to activate them.

D. Activated by default in the base ServiceNow system – This is correct. Some essential plugins, such as the Core platform features, Incident Management, and Change Management, are automatically activated in base ServiceNow installations. These are considered foundational to most implementations and require no manual action to enable.

E. Activated by an it_pps_admin – This is incorrect. Although it_pps_admin (IT Planning and Portfolio Suite Admin) may have elevated access within the PPM module, this role does not grant access to the Plugin Management module or the ability to activate plugins at the system level. Plugin activation typically requires the admin role or a delegated plugin_admin role if configured.

To summarize:

• Plugins can be automatically active in a base instance.

• Admins can activate plugins not enabled by default.

• Some plugins must be requested directly from ServiceNow, particularly those that are license-restricted or require backend enablement.

The correct answers are A, C, and D.