CIS-DF Practice Questions

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.

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.

TheCMDB Health Dashboardorganizes data quality into practical, action-oriented metrics:

Auditsvalidate correctness by comparing CI values against defined expectations (rules, policies, certifications).

Duplicate CIsrepresent redundant records and should be reduced to improve trust and reporting accuracy.

Orphan CIslack required relationships or key context, limiting impact analysis and service visibility.

Recommended fieldsare not mandatory but add diagnostic value during incidents and problem investigations.

Required fieldsare enforced by the platform and closely tied to Identification & Reconciliation remediation.

Stale CIssignal aging data that no longer reflects the current environment.

This mapping aligns withCMDB Data Foundationsbest practices and how the Health Dashboard is designed to guide prioritization and remediation.

TheUnified MapinServiceNowprovides a consolidated view of services and their underlying components, integrating Discovery and Service Mapping data. To make this view actionable, Service Owners can applyfiltersto focus on relevant elements and reduce visual noise.

Filtering byCI type(Option A) is a core capability. It allows the Service Owner to show or hide categories such as servers, databases, load balancers, or applications—making it easier to analyze specific layers of the service.

Filtering byBusiness Criticality(Option D) is also available and highly valuable. This enables Service Owners to prioritize views around high-impact components, ensuring attention is focused on CIs that pose the greatest risk to service delivery.

Option B (Discovery source) is not typically exposed as a Unified Map filter because the map focuses onoperational and service context, not ingestion provenance. Option C (Managed by group) is a governance attribute and is not a standard visual filter within the Unified Map.

Thus, the correct filter options areA – CI typeandD – Business criticality.

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.

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.