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CIS-SAM ServiceNow Practice Test Questions and Exam Dumps

Question No 1:

In the context of implementing a successful Software Asset Management (SAM) practice within ServiceNow, 

which of the following data elements are considered essential for ensuring accuracy, compliance, and optimization of software assets? Select four options from the list below:

A. Software Allocations
B. Software Models
C. Foundation Data
D. Software Contracts
E. Software Entitlements

Correct Answers:

B. Software Models
C. Foundation Data
D. Software Contracts
E. Software Entitlements

Explanation:

Effective Software Asset Management (SAM) within ServiceNow relies heavily on accurate, consistent, and well-structured data. SAM is designed to help organizations track, manage, and optimize their software usage, ensuring compliance and reducing costs. The following key data elements play a critical role in this process:

1. Software Models are standardized representations of software titles. They help categorize and normalize software discovered across the network, making it easier to manage licenses and compliance. A well-maintained model allows ServiceNow to accurately compare installed software with entitled software.

2. Foundation Data includes organizational data like users, locations, departments, cost centers, and hardware information. This foundational layer supports accurate mapping of software installations to business entities and is essential for meaningful reporting, audits, and compliance tracking.

3. Software Contracts hold the terms, conditions, and purchase history related to software procurement. These details are vital for understanding license entitlements, renewal dates, and compliance obligations. Contracts enable organizations to align software usage with legally purchased rights.

4. Software Entitlements define what software and how many licenses an organization is legally entitled to use. This information, when compared with actual software usage, helps determine compliance status and identify surplus or shortfall in licenses.

While Software Allocations (Option A) are useful for tracking software assigned to users or devices, they are not as critical to the foundational SAM practice as the other four elements. Allocations are more of an operational detail rather than a core data requirement.

Properly configuring and maintaining these key data elements enables organizations to leverage ServiceNow SAM for proactive license management, cost optimization, and audit readiness.

Question No 2:

In the field of Software Asset Management (SAM), understanding key terminology is crucial to effectively manage software resources, licenses, and compliance. One such important concept is Normalization. It plays a vital role in helping organizations accurately track and manage their software inventory by making sense of the various forms in which software may be discovered across the IT environment.

Which of the following best defines the concept of "Normalization" in the context of Software Asset Management?

A. One or more use rights assigned to a specific device or user
B. Classification of the acquired software
C. The process of standardizing discovered software installation to defined norms
D. The process of producing a compliance position by comparing the number of software rights acquired against the normalized software inventory
E. Software license details that define use rights

Correct Answer:

C. The process of standardizing discovered software installation to defined norms

Explanation:

In Software Asset Management (SAM), Normalization refers to the process of standardizing software discovery data into a consistent and recognizable format. When software is scanned across an organization's network, it is often identified in inconsistent ways—by version number, install path, publisher name, or custom tags. For example, "Microsoft Office 2019," "Office19," and "MSO 2019" might all refer to the same product, but they appear differently in raw discovery data.

Normalization processes take this unstructured and varied information and convert it into a standardized naming convention that aligns with a recognized software catalog. This catalog typically includes details such as the product name, version, edition, and vendor. The goal is to consolidate and match all similar entries to a unified record so that software usage can be accurately measured, tracked, and compared.

This standardization is essential for several downstream SAM activities, including license reconciliation, compliance reporting, and optimization. Without normalization, it would be difficult to determine what software is actually in use, what has been licensed, and what may be under- or over-utilized.

Normalization is not about license compliance directly (which is more aligned with option D), but it enables accurate compliance assessments by creating a reliable inventory baseline. It serves as the foundation for all accurate reporting and decision-making in SAM, making it a critical process in achieving software compliance, managing costs, and minimizing risks associated with unauthorized or unlicensed software.

Question No 3:

In the context of managing software asset data within the ServiceNow IT Operations Management (ITOM) ecosystem, the accurate population of the Software Installation [cmdb_sam_sw_install] table is crucial for effective software asset tracking and compliance reporting. ServiceNow supports various discovery sources to gather data about installed software on enterprise endpoints.

Which two of the following discovery sources are recommended by ServiceNow for populating the Software Installation table ([cmdb_sam_sw_install]) in the CMDB to ensure accurate and automated software asset management? (Select two options)

A. ServiceNow Service Mapping
B. HP Universal CMDB (UCMDB)
C. Microsoft System Center Configuration Manager (SCCM)
D. ServiceNow Discovery
E. ServiceNow Orchestration

Correct Answers:
C. Microsoft SCCM
D. ServiceNow Discovery

Explanation:

ServiceNow’s Software Asset Management (SAM) module relies heavily on accurate, up-to-date data in the Configuration Management Database (CMDB), particularly the Software Installation table ([cmdb_sam_sw_install]). To populate this table effectively, ServiceNow recommends using reliable discovery sources that can provide detailed and verified information about installed software across the enterprise.

ServiceNow Discovery is one of the primary and natively integrated tools within the platform. It scans IT infrastructure and detects installed software, hardware configurations, and running services. It’s optimized for ServiceNow environments and ensures seamless data synchronization, thus making it a recommended source for populating software installation records.

Microsoft SCCM (System Center Configuration Manager) is another trusted discovery source. It is widely used in enterprises to manage large fleets of Windows-based devices. ServiceNow offers built-in connectors to import SCCM data, including software inventory, into the CMDB. Since SCCM can detect installed applications and software packages across clients, it provides a comprehensive and accurate data source for the Software Installation table.

On the other hand, Service Mapping, HP UCMDB, and ServiceNow Orchestration are not recommended for directly populating the Software Installation table. Service Mapping focuses on service topology, HP UCMDB is a third-party tool requiring integration, and Orchestration is primarily used for automating workflows rather than data discovery.

Using recommended tools like ServiceNow Discovery and SCCM ensures data accuracy, compliance tracking, and optimized license usage within the SAM framework.

Question No 4:

Which of the following statements is accurate regarding the benefits of creating a data import template for future data processing and transformation tasks?

A. Creating a template for data import has no long-term benefits and cannot be reused for future data transformations.
B. Developing a template simplifies and streamlines future data imports and enables consistent data transformation processes.
C. Data import templates are only useful once and must be recreated for every new dataset.
D. Templates are only used for visual formatting and have no role in data transformation.

Correct Answer:

B. Developing a template simplifies and streamlines future data imports and enables consistent data transformation processes.

Explanation:

Creating a template for data imports is a best practice in data management that offers significant advantages, especially when dealing with recurring or large-scale data transformation tasks. A data import template typically defines the structure, format, and rules required for data to be successfully imported into a system or software. It ensures that the incoming data adheres to predefined standards, such as column headers, data types, or transformation logic.

One of the primary benefits of using a template is consistency. Once a template is created, it can be reused for similar datasets, eliminating the need to redefine the import structure each time. This reduces human error and improves the reliability of data processing workflows.

Templates also save time and effort. Instead of manually adjusting every new dataset, users can apply the same transformation rules and mappings automatically, making the import process more efficient and less prone to mistakes. For organizations that routinely work with similar data types—like customer information, sales records, or inventory data—templates greatly enhance scalability.

Moreover, templates support automation and repeatability. Many modern data tools and platforms support templated imports as part of scheduled or automated workflows. This is especially important for integration with external data sources or enterprise systems, where timely and accurate data transformation is crucial.

In summary, creating and reusing data import templates leads to improved efficiency, accuracy, and consistency across data processing operations, making them an essential tool for modern data handling.

Question No 5:

In the context of software licensing and access control, "Client Access" typically refers to the permissions granted to a user or device to connect to and use the services of a server or software application. Based on this understanding, determine whether the following statement is accurate:

"Client access is defined as the right to use a software application or server for a specific, limited period of time."

A. True
B. False

Correct Answer: B. False

Explanation:

"Client Access" does not inherently refer to the right to use a system or application for a limited duration. Instead, it refers to the authorization granted to users or devices—often through what are called Client Access Licenses (CALs)—to connect to and use the resources or services of a server.

In a client-server model, CALs are typically required by enterprise software systems such as Microsoft Windows Server, SQL Server, or Exchange Server. These licenses do not usually have a time-bound constraint unless they are specifically sold as subscription-based CALs. More commonly, CALs are perpetual, meaning once purchased, they grant access indefinitely (subject to compliance with license terms and software lifecycle).

For example, when a business installs Microsoft Windows Server, the server software itself is licensed, but each user or device that connects to that server must also have a valid CAL. The CAL simply authorizes access—it does not determine how long the access lasts unless it is specifically a time-limited license.

If an organization requires access for a limited time (such as through a subscription-based model or temporary license), that would be specified as a time-based licensing agreement, which is distinct from the general concept of client access.

Thus, the statement in question inaccurately equates "client access" with "time-limited usage," which is why the correct answer is False.

Question No 6:

In the context of ServiceNow's Coalesce feature used in Transform Maps during data import, which of the following statements is accurate?

A. True
B. False

Correct Answer: B. False

Explanation:

In ServiceNow, the Coalesce feature is a key concept used during data imports with Transform Maps. It determines how the system identifies whether an incoming record should be inserted as a new record or used to update an existing record.

When you define a Transform Map in ServiceNow, you map fields from the import set table to the target table (such as Incident, User, CMDB, etc.). By enabling the Coalesce option on one or more of these fields, you are telling ServiceNow how to search for an existing record in the target table. If a matching record is found using the coalesce fields, that record will be updated. If no match is found, a new record will be created.

Importantly, Coalesce is not limited to just a single field. You can enable coalesce on multiple fields, in which case all specified fields together form a composite key to match records uniquely. This allows for more flexible and precise control, especially in scenarios where no single field can uniquely identify a record. For example, you might coalesce on both First Name and Last Name, or on Employee ID and Department, depending on your data structure.

There are also different types of coalesce options: Single field coalesce, Multiple field coalesce, and Conditional coalesce, offering varying levels of customization.

Therefore, the statement that "Coalesce can only use a single field to uniquely identify a record" is false—you can configure coalesce using multiple fields.

Question No 7:

When processing and recording a newly received order for an IT asset in an asset management system, it is crucial to capture specific information to ensure proper tracking, compliance, and inventory control. Among the following data points, 

Which one is considered mandatory at the point of order receipt to uniquely identify and track the asset throughout its lifecycle?

A. Assigned To
B. Cost
C. Asset Tag
D. Serial Number

Correct Answer: D. Serial Number

Explanation:

When receiving an asset order—especially in IT asset management—certain key information must be recorded to maintain accountability and facilitate efficient tracking of the asset. Among the various data points, the serial number is considered a mandatory field because it serves as the unique identifier assigned by the manufacturer to each individual device.

The serial number is essential for multiple reasons:

1. Uniqueness: Unlike an asset tag or user assignment, a serial number is globally unique and cannot be duplicated. This uniqueness helps distinguish one device from another, even if they are the same model or make.

2. Tracking & Support: The serial number is often used by vendors and manufacturers for warranty claims, support services, or product recalls.

3. Compliance: Many organizations are required to maintain accurate inventory records for auditing, and serial numbers ensure precise identification of assets.

4. Lifecycle Management: From procurement to retirement, the serial number helps link related records such as maintenance logs, incident reports, or financial depreciation.

Other data points such as Assigned To and Cost are important but not necessarily required at the point of receiving the order. For instance, the device may not yet be assigned to an end user or have a finalized cost entered. The Asset Tag, often an internal organizational label, may also be assigned later during asset onboarding or tagging.

Thus, to ensure accurate tracking from the outset, the Serial Number is the critical piece of data that must be captured when an asset order is received.

Question No 8:

Which of the following accurately describes the correct procedure and user role responsible for activating the Software Asset Management (SAM) Professional plugins in ServiceNow?

A. They are requested from and activated by an admin user
B. They are activated by the sam_developer user
C. They are activated by the sam_admin user
D. They are requested from and activated by ServiceNow support
E. They are activated by default in the base ServiceNow system

Correct Answer: C. They are activated by the sam_admin user

Explanation:

ServiceNow’s Software Asset Management (SAM) Professional suite provides advanced functionalities for managing software assets, optimizing license usage, ensuring compliance, and reducing costs. However, these features are not included in the default (base) installation of ServiceNow and must be activated as plugins after proper licensing.

The activation of SAM Professional plugins is a controlled process, intended to be handled only by users with the appropriate permissions. The correct and authorized role for this task is sam_admin. This role is specifically designed to manage SAM Professional features, including the installation and configuration of its associated plugins.

Unlike the admin or sam_developer roles, the sam_admin role is provisioned with the necessary permissions to initiate and complete the plugin activation process. This ensures a secure and compliant setup, preventing unauthorized changes to critical asset management configurations.

It's also important to note that:

• SAM Professional plugins are not activated by default in a new or base ServiceNow instance.

• Activation is not handled directly by ServiceNow support unless exceptional technical assistance is needed.

• The admin role alone does not have sufficient rights to activate SAM Professional plugins unless also assigned the sam_admin role.

To activate the SAM Professional plugins, a user with the sam_admin role navigates to System Definition > Plugins, searches for the relevant SAM Pro plugins (e.g., "Software Asset Management Professional"), and proceeds with the installation. This process may also check for licensing entitlements to ensure compliance.

This role-based activation model follows ServiceNow’s best practices for governance, ensuring that only qualified personnel can enable enterprise-grade features like SAM Professional.

Question No 9:

Which of the following statements about plugins in ServiceNow are accurate? Select the two correct options.

A. Plugins can be turned off (disabled or deactivated) when they are no longer needed.
B. Some plugins are pre-activated (enabled by default) in the base ServiceNow instance.
C. Once a plugin is activated, its functionality cannot be hidden or restricted.
D. All plugins are independent and do not require other plugins to function.
E. Plugins are modular software components that add specific features and functionalities to the ServiceNow platform.

Correct Answers:

A. Plugins can be turned off (disabled or deactivated) when they are no longer needed.
E. Plugins are modular software components that add specific features and functionalities to the ServiceNow platform.

Explanation:

In the ServiceNow platform, plugins are modular software components that allow administrators to extend the functionality of the base system by enabling additional features. Each plugin is designed to provide specific capabilities, such as IT Service Management (ITSM), HR Service Delivery, or Performance Analytics.

Plugins are optional and can be installed or activated based on organizational needs. Once activated, they integrate seamlessly into the existing ServiceNow environment, offering new tables, modules, UI components, and automation logic. For instance, enabling the "Incident Management" plugin allows access to incident-related tables, workflows, and forms.

Statement A is true: Plugins can be disabled or deactivated if they are no longer required. However, deactivation might not fully remove the plugin’s effects, especially if it has created data or customizations. In some cases, a plugin might require manual cleanup or support intervention to reverse its changes.

Statement E is also true: Plugins are indeed software components that add new functionalities. They enhance the platform's capabilities without requiring manual development, saving time and ensuring best practices.

Other options are false or misleading.

• B is incorrect because most plugins are not enabled by default; they need to be manually activated by an administrator or requested from ServiceNow support.

• C is incorrect because functionality can be restricted or hidden using roles and permissions even after plugin activation.

• D is incorrect as some plugins depend on other plugins; for example, the Agile Development plugin requires the Project Portfolio Suite.

Thus, understanding how plugins work is crucial for maintaining a clean and efficient ServiceNow instance.